Real Time Analyst

Roles and Responsibilities :

• Monitor and analyze real-time data to identify trends, patterns, and anomalies in workforce management (WFM) operations.
• Develop and maintain reports using IEX tools to provide insights on staffing levels, utilization rates, and other key performance indicators.
• Collaborate with stakeholders to resolve issues related to WFM processes and implement improvements based on analysis findings.
• Provide recommendations for optimizing labor costs by analyzing historical data and making predictions about future demand.

Job Requirements :

• 1-6 years of experience in a similar role within the BPO/Call Centre industry.
• Strong understanding of IEX systems for reporting purposes.
• Proficiency in creating complex reports using various software applications such as RTA or Workforce Management tools.