WFM - Real Time Analyst

Job Ref #: TFS-845
Industry: Office Support
Job Type: Permanent
Positions Available: 1

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time operational performance to ensure service level objectives, productivity targets, and customer experience standards are achieved. The role involves real-time monitoring of staffing, queue performance, schedule adherence, and operational risks while providing actionable recommendations to operational leaders.

Job Description

Job Purpose

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time operational performance to ensure service level objectives, productivity targets, and customer experience standards are achieved. The role involves real-time monitoring of staffing, queue performance, schedule adherence, and operational risks while providing actionable recommendations to operational leaders.

Key Responsibilities

• Monitor service levels, queue volumes, abandonment rates, occupancy, and Average Handling Time in real time.
• Identify trends, risks, and performance variances that could impact service delivery.
• Proactively communicate operational risks and mitigation strategies to stakeholders.
• Monitor agent schedule adherence and conformance.
• Recommend and implement real-time staffing adjustments based on demand fluctuations.
• Manage off-phone activities, breaks, meetings, and training schedules to maintain optimal staffing levels.
• Analyze operational metrics and identify root causes of service level deviations.
• Produce real-time reports and operational updates for management.
• Provide regular updates on staffing positions, service level performance, and emerging risks.
• Generate daily, weekly, and intraday performance reports.
• Support planning teams with operational insights and historical data analysis.
• Participate in workforce management projects and optimization initiatives.

Job Requirements

Key Competencies

• Strong stakeholder management skills.
• Ability to communicate decisions confidently in a fast-paced environment.
• Strong numerical and analytical ability.
• Ability to interpret operational data and trends quickly.
• Root cause analysis and problem-solving capability.
• Proactive approach to risk management.
• Ability to multitask and manage multiple priorities simultaneously.
• Strong attention to detail and accuracy.
• Understanding of contact centre operational metrics.

Aptitude:

• Strong comfort working with data, metrics, percentages, and trends.
• Interpret large volumes of information rapidly and accurately.
• Ability to identify issues quickly and develop practical solutions.
• Ability to adapt to changing business needs and technology.
• High level of accuracy when working with schedules, reports, and workforce data.
• Ability to identify anomalies and inconsistencies.
• Able to perform effectively in a high-pressure environment.
• Understanding of how workforce decisions impact customer experience and business performance.