Workforce Management Real Time Analyst I QC

WFM SME –

Position Purpose

The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real time using workforce management tools and ACD real-time displays. The RTA works closely with Operations, promptly communicating non-adherence events so that agents can be redirected as needed to maintain service levels. The role includes monitoring agent behaviours such as talk time and after-call work, identifying when these exceed defined thresholds, and calling out such events to ensure operational efficiency.

The RTA also tracks real-time campaign statistics—including service levels, staffing, and interval requirements—to ensure contractual standards are met. They provide timely feedback to Workforce Management leads and Operations leadership on campaign status and performance trends. In addition, the RTA may be required to adjust agent skill associations, support schedule changes, and provide both real-time and historical reporting as needed.

The RTA collaborates with scheduling teams to assist with shift bids, swaps, and time-off requests, ensuring optimal coverage across all workflows. By maintaining accurate records and proactively communicating with stakeholders, the RTA plays a critical role in supporting business objectives and delivering a seamless customer experience.

The RTA is also responsible for conducting Root Cause Analysis (RCA) on service level misses or adherence issues and sharing findings and action plans with both internal teams and clients as appropriate.

Responsibilities

Real-Time Management:

· Monitor agent adherence to schedules and ensure alignment with forecasted requirements to meet service level agreements.

· Respond promptly to unplanned events such as absenteeism or unexpected volume spikes by adjusting schedules and reallocating resources as needed.

· Serve as the primary point of contact for operational updates, escalations, and urgent staffing needs, ensuring timely and clear communication with all stakeholders.

· Identify potential service level risks or breaches and escalate issues promptly to minimize impact.

· Maintain accurate records in workforce management tools, master roster, updating schedules and agent statuses in real time.

· Ensure all activities are conducted in accordance with the WFM playbook and standard operating procedures and contribute to regular updates of these documents as needed.

Scheduling Tasks:

· Assist in creating and maintaining agent schedules to ensure optimal coverage across all workflows and shifts.

· Coordinate shift bids, swaps, and time-off requests in alignment with business needs and staffing requirements.

· Analyze historical data and forecast trends to support scheduling decisions and recommend adjustments as needed.

· Communicate schedule changes effectively to agents and operations teams.

· Collaborate with WFM and operations teams to plan for upcoming events, holidays, and ramp periods, always ensuring adequate staffing.

Reporting:

· Generate and distribute real-time, intraday, and end-of-day performance reports to stakeholders, highlighting key metrics and actionable insights.

· Track and report on schedule adherence, service levels, and other critical KPIs.

· Provide regular updates and analysis to management on staffing, performance trends, and areas for improvement.

· Support data-driven decision-making by maintaining accurate and timely reporting documentation.

Continuous Improvement:

· Provide feedback on process gaps and suggest improvements to enhance efficiency and service delivery.

· Participate in regular reviews of scheduling, real-time, and reporting processes to identify opportunities for optimization.

Qualifications

1. 3+ years of experience in Workforce Management, Real Time Analysis, including scheduling and forecasting experience with software packages such as Avaya CMS, Intercom, Sales Force, Verint, IEX, Aspect eWFM, etc.

2. Experience in a large (100 agents minimum), multi-site call center operation with outsourced sites, and multiple lines-of-business

3. Analytical experience with data, systems, and operations

4. Excellent analytical, organizational, problem solving, verbal and written communication skills

5. Significant creativity is required

6. Excellent communication and interpersonal skills for effective collaboration with internal teams and clients.

7. Ability to handle multiple tasks and work in a fast-paced environment.

8. Flexibility to adapt to changing requirements and priorities.

9. Ability to work independently, within a team environment and with multiple priorities

10. Proficient in current industry standard PC applications and systems (e.g. Excel, PowerPoint, Power BI, Tableau and Word)