WFM-RTA ||

Job Description – Intraday / Workforce Management Analyst

Key Responsibilities:

• Manage real-time intraday contact center operations and workforce performance.
• Monitor queues, SLAs, service levels, and operational KPIs.
• Track and manage schedule adherence, occupancy, and staffing levels.
• Handle exceptions, operational escalations, and real-time performance issues.
• Monitor and optimize call routing and skills-based routing.
• Support workforce scheduling and capacity planning activities.
• Analyze contact center KPIs and identify performance gaps.
• Coordinate with operations and relevant stakeholders for timely issue resolution.

Required Skills & Tools:

• NICE IEX
• Verint
• Genesys Cloud
• Avaya CMS
• Cisco CUIC
• Microsoft Excel
• Power BI – Basic
• SQL – Basic
• Strong analytical, communication, problem-solving, and decision-making skills.

• similar role within an insurance industry contact center.
• Strong understanding of IEX (Interactive experience) platform and its applications in WFM (Workforce Management).
• Proficiency in RTA (Real-Time Analysis) tools such as Verint or similar systems.