Real Time Analyst

We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational efficiency and customer experience.

Key Responsibilities

• Monitor intraday performance of queues, service levels, and staffing across multiple retail programs.
• Track and report schedule adherence, shrinkage, and occupancy in real time.
• Coordinate with Operations, WFM Schedulers, and Team Leaders to make adjustments (e.g., breaks, overtime, reallocation of staff).
• Manage skilling, routing, and agent reassignments based on volume fluctuations.
• Provide timely intraday reports, alerts, and recommendations to stakeholders.
• Escalate system outages, staffing gaps, or other issu...