Workforce Sr. Real-Time Analyst

Performance to support service level achievement, operational efficiency, staffing optimization, and overall client experience. This role analyzes real-time performance data, manages workforce adjustments, provides operational insights to leadership, and partners closely with Workforce Management and Service Delivery teams to support business continuity and performance objectives across multiple lines of business.

What does a day in the life as a Workforce Real-Time Analyst look like?

• Monitor real-time operations, queues, staffing conditions, and workforce performance to support SLA attainment and operational stability
• Analyze intraday performance trends, staffing gaps, schedule adherence, shrinkage, occupancy, and service level impacts using workforce management tools and reporting platforms
• Recommend and execute real-time adjustments to staffing, schedules, skilling, and call routing to optimize coverage, productivity, and customer ex...