Workforce Optimization Real-Time Analyst

Summary The Workforce Optimization Real-Time Analyst supports the Customer Experience Team by monitoring inbound contact volumes and analyzing trends. The role provides recommendations to optimize staffing, performance, and customer experience. Responsibilities Monitor real-time inbound traffic and recommend staffing adjustments based on call volume, absenteeism, and other variables. Analyze daily and historical reports to identify call volume and staffing trends. Conduct root cause analysis to improve forecasting and scheduling outcomes. Partner cross-functionally on capacity-planning solutions. Support schedule changes and manage team member availability. Prioritize service quality in workforce optimization decisions. Requirements At least 2 years of experience in real-time analysis or workforce management, preferably in multi-location operations across time zones. Strong listening, customer service, communication, and data interpretation skills. Ability to identify trends and communicate insights clearly to support timely decisions. Proficiency with workforce management software such as Teleopti or Verint. Experience with project management tools such as Excel, Monday.com, or Google Suite. Ability to work a flexible schedule, including some weekends, evenings, and holidays. #J-18808-Ljbffr