Workforce Management - Real Time Analyst

Requirements: Candidate must possess at least a Bachelors/College Degree1 year minimum experience in Workforce ManagementExcellent skills in scheduling and real-time time management a mustDetail oriented with ability to deliver project deliverables with little supervisionExcellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levelFlexible and willing to work in shift schedules Responsibilities: Regularly performs volume and performance analysis and proactively communicate possibleimpacts to businessSupports management with all necessary reports and planning models to facilitate the processof decision makingMonitors actual activities and compare it to plan and make recommendations for immediatechangesStaff the appropriate number of agents at the proper time based on recent/historical capacitydriversEnsures that pre-planned activities are being scheduled in advance and communicatedeffectivelyAdjust the schedules accordingly based on the actual scenarios and provide overtimerequirements/voluntary time off to ensure efficient and effective staffingEnsures adherence to schedules and raises alerts in a timely manner in case of deviationsTechnical Skills: Very proficient with Microsoft ExcelAbility to scrub, dissect and shape data, create customized reports.Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etcCreate forecasts, schedules and IDPs, run scenarios inside a WFM tool.