Workforce Support Analyst and Real‑Time Analyst

About the role

The Workforce Support Analyst assists with workforce optimization, real‑time call monitoring, service‑level reporting, and schedule creation to meet operational goals.

Key responsibilities

• Monitor real‑time queue performance, staffing levels, and agent availability, recommending adjustments as needed.
• Prepare and distribute performance reports covering service level, occupancy, shrinkage, adherence, and call‑volume trends.
• Analyze historical and intraday data to identify trends and provide optimization recommendations.
• Create, maintain, and optimize employee schedules within the WFM system.
• Process schedule‑related requests such as shift changes, time‑off, overtime, and adjustments while maintaining staffing requirements.
• Collaborate with Operations, Team Leaders, and support teams to communicate staffing concerns and implement action plans.

Required profile

• Bachelor's degree in Business Administration, IT, Mathematics, Statistics or related field, or equivalent experience.
• At least 2 years of experience in Workforce Management (Real‑Time Analyst, Scheduler, Workforce Analyst) in a contact‑center or BPO environment.

Required skills

• Experience with WFM tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys WFM or similar.
• Proficient in Microsoft Excel (formulas, pivot tables, charts, data analysis).