Workforce Analyst

About the role

The Real‑Time Analyst (RTA) monitors and manages live operational performance in a contact‑center environment. You will ensure staffing levels match forecasted workloads, maintain service‑level targets, and optimise resource utilisation to support business goals and a superior customer experience.

Key responsibilities

• Monitor real‑time performance across all channels (voice, chat, email, social media) and track KPIs such as Service Level, ASA, abandonment, occupancy and adherence.
• Identify operational risks and variances, taking immediate corrective actions like schedule adjustments or workforce re‑allocation.
• Coordinate agent adherence, breaks, training and off‑phone activities with team leaders and operations managers.
• Produce intraday reports, analyse staffing variances and call‑volume trends, and recommend improvements.
• Communicate performance updates and staffing recommendations to stakeholders and escalate critical issues.
• Utilise workforce‑management tools (NICE, Verint, Genesys, Avaya, Cisco) to ensure accurate real‑time data monitoring.

Required profile

• Bachelor’s degree preferred.
• At least 12 months of experience in real‑time contact‑center analytics or workforce management.
• Strong analytical mindset with the ability to act quickly under pressure.

Required skills

• Proficiency with NICE, Verint, Genesys, Avaya or Cisco contact‑center platforms.
• Advanced Microsoft Excel skills for data analysis and reporting.