Real Time Analyst - Workforce Specialist

About the role

This role supports workforce planning, forecasting, scheduling, intraday management and operational reporting so that staffing levels match business needs and service level objectives. You will act as a Workforce Specialist, helping ensure the right people are in the right place at the right time.

Key responsibilities

• Develop, update and maintain workforce and operational reports, delivered accurately and on time.
• Monitor real-time performance and staffing levels and recommend intraday adjustments.
• Analyse historical trends, call volumes, workload projections and staffing requirements to support workforce planning.
• Identify understaffing, overstaffing and coverage gaps and propose mitigations.
• Support schedule creation, staffing adjustments and adherence monitoring, and forecast alignment with projected demand.
• Collaborate with Operations, Quality, Training and other departments, and take part in internal meetings, calibrations and business reviews.
• Join client meetings and conference calls as required, and cover reporting during weekends or peak periods.
• Support special projects and process improvements assigned by management.

Required profile

• 2+ years of experience in Workforce Management (WFM) within a BPO, call center or similar environment.
• Strong analytical and problem-solving skills, able to turn data into actionable recommendations.
• Project management and cross-functional collaboration skills; strong written and verbal communication.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Required skills

• Hands-on experience with Aspect WFM, Five9 and/or Calabrio.
• Advanced Microsoft Excel, including data analysis and reporting.
• Power BI dashboards and workforce reports.
• Call center metrics such as Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage and Abandonment Rate.

To apply, send your CV to the employer.