Worforce Real Time Analyst

Real Time Analyst Join as a Real Time Analyst and be a key player in our workforce management team, where your contributions directly impact our success. You're empowered to adapt to real-time events and ensure our staffing and schedule objectives are on track. Enjoy a dynamic role with opportunities to address challenges and make meaningful changes. Responsibilities: Manage and monitor intraday queue performance and schedule adherence. Partner with Operations to ensure active implementation of workforce management plans. Monitor real-time ACD agent work states and notify leadership of exceptions. Perform real-time changes to agent schedules in WFM platform. Serve as point of contact between Operations and Workforce Management for unexpected changes in volume or absenteeism. Monitor and document absenteeism within the WFM platform. Understand client-specific objectives and metrics necessary to achieve goals. Communicate with client scheduling and RTA groups as required. Requirements: 2 years of experience working in a Contact Center Strong understanding of Contact Center best practices Experience using Microsoft Office primarily Excel Outlook and OneNote Ability to work on-site in our Indianapolis facility Ability to work overtime as required English Level B2 - C1#J-18808-Ljbffr