WFM Real Time Analyst

Roles and Responsibilities :

• Monitor and analyze real-time workforce data to optimize staffing levels, reduce overtime, and improve customer satisfaction.
• Collaborate with team members to resolve scheduling conflicts, absences, and other issues affecting service delivery.
• Develop and maintain reports using IEX tools to track key performance indicators (KPIs) such as on-time performance, first-call resolution rates, etc.
• Provide recommendations for process improvements based on data insights gained from real-time analysis.

Job Requirements :

• 1-6 years of experience in Workforce Management (WFM) or related field.
• Proficiency in IEX software or similar Real Time Analysis (RTA) systems.
• Strong understanding of WFM principles, including forecasting, scheduling, and reporting processes.