WFM Real Time Analyst

Roles and Responsibilities :

• Monitor and analyze real-time data to optimize WFM operations, ensuring accurate forecasting and scheduling.
• Develop and maintain complex reports using RTA tools to track key performance indicators (KPIs) such as AHT, shrinkage, and labor costs.
• Collaborate with team members to identify areas for improvement and implement process changes that drive efficiency gains.
• Provide expert-level support during peak periods by analyzing demand patterns and adjusting staffing levels accordingly.

Job Requirements :

• 1-13 years of experience in a similar role within the BPO/Call Centre industry.
• Strong proficiency in RTA software applications for workforce management.
• Excellent analytical skills with ability to interpret large datasets effectively.
• Experience with rostering processes, including creating efficient schedules that meet business needs.