WFM / Real Time Analyst

Key Responsibilities :

Send interval / hourly reports such as Attendance Report, Intraday Performance Report, Productivity Report, etc.

Track and document system issues and escalate when needed.

Monitor all real-time events that may impact service levels (SLs) and implement corrective actions.

Ensure all SLA commitments are consistently achieved.

Evaluate and respond to events affecting schedule adherence (e.g., absenteeism, late / early logins, system outages).

Conduct real-time monitoring of breaks, absenteeism, and non-adherence.

Process requests related to schedule changes, off-phone activities, and profile updates.

Communicate daily reports on service level performance to WFM and Operations leadership teams.

Escalate risks related to SLAs and take mitigation steps.

Serve as the main point of contact between WFM and Operations to maintain a strong partnership.

Perform other tasks assigned by the WFM Supervisor.

Qualifications

2–3 years of experience in a Customer Service environment within WFM.

Previous experience as a Real-Time Analyst with reporting exposure.

Strong proficiency in MS Office (Excel – Power Query, Power Pivot, Data Modeling, Report Automation) and Google Suite.

High proficiency in both verbal and written English.

Strong analytical and problem-solving skills, with the ability to make real-time decisions.

Willing to work onsite in Eastwood.

Amenable to night shift schedule with weekend rest days.