Analyst, Real Time Adherence

Accountabilities: The role will focus on monitoring real-time contact center performance, ensuring schedule adherence, and providing accurate operational insights to support workforce management decisions. Key responsibilities include:

Monitoring real-time schedules, staffing levels, and agent adherence to ensure compliance with workforce plans.

Tracking call volumes across multiple queues and responding to fluctuations in demand, staffing levels, wait times, and abandonment rates.

Identifying staffing gaps, call routing issues, and operational anomalies through real-time monitoring tools.

Supporting operations teams with same-day performance updates, volume forecasts, and workforce-related insights.

Providing regular reporting, including bi-hourly, daily, weekly, and monthly performance reports to support business decisions.

Collaborating with workforce management teams and other real-time analysts to ensure consistent coverage and accurate operational visibility.

Acting as a liaison between operations teams and technical teams to resolve call flow, routing, reporting, and system-related issues.

Supporting schedule adherence initiatives by identifying non-compliant events and communicating required actions to operations teams.

Coordinating with client workforce resources regarding intraday performance, system issues, agent performance exceptions, and operational requirements.

Producing ad-hoc reports and completing additional workforce management tasks as required.

Identifying opportunities to improve workforce management processes and operational efficiency.

Requirements:

The ideal candidate will have experience in contact center workforce management, strong analytical abilities, and the ability to manage real-time operational priorities. Required qualifications and skills include:

High School Diploma or GED required.

Minimum 1 year of experience working in contact center workforce management or a related operational analytics role.

Experience using workforce management tools such as Avaya CMS, IEX, eWFM, Genesis, or Blue Pumpkin.

Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.

Intermediate proficiency with Google Sheets and Microsoft Excel, including spreadsheets, VLOOKUPs, pivot tables, and reporting functions.

Strong attention to detail and accuracy when monitoring performance data and preparing reports.

Excellent organizational and time-management skills with the ability to handle multiple priorities.

Ability to navigate multiple systems independently and quickly learn new tools and processes.

Strong written and verbal communication skills for effective collaboration with internal teams and stakeholders.

Self-motivated, accountable, and able to work independently with minimal supervision.

Ability to thrive in a fast-paced, dynamic environment while maintaining high-quality work standards.

Flexible availability, including the ability to work nights, weekends, or varying schedules as required.

Benefits:

Opportunity to work remotely from India.

Full-time employment with a global customer experience organization.

Exposure to workforce management technologies, analytics, and operational optimization strategies.

Opportunity to collaborate with operations, workforce management, and technology teams.

Career development opportunities within a fast-growing and innovative environment.

Experience working with diverse clients and complex contact center operations.

Supportive team culture focused on continuous improvement and operational excellence.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1