Workforce Real-Time Management (WFM) Analyst

Job Description

The Workforce Real-Time Management (WFM) Analyst monitors operational performance in real time to ensure staffing levels align with business requirements. The role focuses on schedule adherence, queue management, and optimizing workforce utilization across multiple support teams. The analyst collaborates with operations managers to maintain service levels and improve resource efficiency. Strong analytical skills and proficiency in workforce management tools are required.

Key Responsibilities
Monitor real-time operational metrics and staffing performance.
Track schedule adherence and communicate deviations to operations teams.
Manage call queues and workforce allocation based on business needs.
Prepare real-time reports and performance dashboards.
Coordinate with operations managers to address staffing challenges.
Recommend schedule adjustments to maintain service level agreements.
Analyze workforce trends and identify optimization opportunities.
Support forecasting and capacity planning activities when required.