Job Description
Overview
We are seeking a detail-oriented and proactive WFM Intra-Day Analyst to support real-time workforce management operations. This role is responsible for monitoring intraday performance, identifying trends, and making timely staffing adjustments to help ensure service level goals are met.
This is a fast-paced, highly collaborative role that requires strong analytical thinking, clear communication, and the ability to make quick, data-driven decisions.
Key Responsibilities
- Monitor real-time performance across queues and channels to ensure service level targets are achieved
- Track and analyze intraday metrics such as service level, average handle time (AHT), adherence, and volume trends
- Identify performance gaps and recommend real-time actions (e.g., overtime, voluntary time off, skill adjustments)
- Communicate intraday performance updates and recommendations to operations teams and l...