Workforce Management Real-Time Analyst

Job Summary

A company is looking for a Workforce Management Real-Time Analyst (RTA).

Key Responsibilities

• Monitor and report on schedule deviations, including breaks and absenteeism
• Coordinate with outsourced sites on service level management and update the WFM team
• Prepare daily handoff reports and manage real-time tickets related to schedule changes

Required Qualifications

• 2+ years of experience in an English contact center environment
• Previous experience as a Workforce Management RTA
• Excellent analytical and mathematical skills
• Proven expertise with NICE IEX
• Advanced skills using Microsoft Excel in a business environment