Analyst, Real Time Adherence

📋 Description

• Monitor real-time schedules and agent adherence to workforce plans.
• Track call volumes across queues and respond to demand/scheduling fluctuations.
• Identify staffing gaps and routing issues through real-time monitoring tools.
• Provide same-day performance updates and volume forecasts to Ops teams.
• Prepare regular reports (bi-hourly, daily, weekly, monthly) for decisions.
• Collaborate with workforce management and other real-time analysts for coverage.

🎯 Requirements

• High School Diploma or GED required.
• Minimum 1 year in contact center WFM or related analytics role.
• Experience with Avaya CMS, IEX, eWFM, Genesis, or Blue Pumpkin.
• Strong analytical/problem-solving skills to interpret operational data.
• Intermediate Google Sheets/MS Excel (VLOOKUPs, pivot tables, reporting).
• Attention to detail and accuracy in monitoring data and reports.

🎁 Benefits

• Opportunity to work remotely from India.
• Full-time employment with a global customer experience organization.
• Exposure to WFM technologies, analytics, and optimization strategies.
• Collaborate with operations, WFM, and technology teams.
• Career development in a fast-growing, innovative environment.
• Experience with diverse clients and complex contact center operations.