Job Description
The Senior Real Time Analyst is responsible for leading real-time workforce management activities, ensuring operational targets are achieved through proactive staffing management, advanced performance analysis, and strategic intraday decision-making. This role serves as a key partner to Operations leadership by providing workforce insights, coaching junior analysts, and driving continuous process improvements.
Key Responsibilities
- Lead real-time monitoring of service levels, staffing, occupancy, and operational performance across multiple programs or business units.
- Analyze intraday trends and proactively implement staffing optimization strategies to minimize service level risks.
- Provide recommendations regarding schedule changes, overtime, VTO, cross-skilling, and resource allocation.
- Act as the primary point of contact for Operations leadership regarding workforce performance and staffing requirements.