Realtime Analyst

Position Summary

The WFM Real-Time Analyst is responsible for monitoring contact center performance throughout the day and ensuring staffing levels support business needs. This role works closely with Operations to manage real-time performance, identify staffing gaps, and recommend actions to achieve service level targets and improve productivity

Key Responsibilities

• Monitor real-time contact center performance and key operational metrics.
• Compare forecasted workload with actual results and identify performance gaps.
• Provide real-time reports and updates to Operations Management.
• Recommend staffing adjustments to maintain service levels and productivity.
• Manage intraday activities, including break schedules and staffing movements between Front Office and Back Office.
• Monitor service levels and take appropriate actions to minimize performance risks.
• Support Operations Supervisors with data-driven recommendations.
• Work closely with other departments to improve operational performance.
• Identify opportunities to improve workforce management processes.
• Ensure compliance with Teleperformance policies, data protection, information security, and health & safety requirements.
• Report any policy or security violations to management.

Qualifications

Education

• Bachelor's degree is preferred.

Experience

• 2–3 years of experience in Workforce Management, Contact Center Operations, or a similar role.
• Experience in a customer service or contact center environment is preferred.

Language

• English proficiency at B2 level or higher.

Technical Skills

• Good knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
• Experience with Workforce Management tools is an advantage.
• Knowledge of SQL or Business Intelligence (BI) tools is a plus.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Good communication and teamwork.
• Ability to work in a fast-paced environment.
• Strong organizational and time management skills.
• Attention to detail and accuracy.
• Ability to make decisions based on real-time data.
• Proactive and results-oriented mindset.

Success Measures

Performance in this role will be measured by:

• Achievement of service level targets.
• Accuracy and timeliness of reporting.
• Effective real-time staffing management.
• Productivity improvements.
• Collaboration with Operations and other stakeholders.