Job Title: Real-Time Analyst (Workforce Management)
We are looking for a proactive and analytical Real-Time Analyst to join our Workforce Management team. In this role, you will be responsible for monitoring real-time performance, managing service levels, and making data-driven staffing adjustments to ensure operational efficiency. You will collaborate closely with operations leaders to maintain SLA compliance and respond swiftly to changing business demands.
Key Responsibilities
- Monitor real-time performance and contact center KPIs.
- Manage service levels and workforce allocation throughout the day.
- Identify operational risks and provide immediate solutions.
- Adjust staffing plans to meet changing business demands.
- Generate performance reports and analyze trends.
- Collaborate with operations leaders to drive efficiency and SLA compliance.
- Escalate critical issues and support business continuity.
Qualifications
- Experience: Proven experience as a Real-Time Analyst (RTA), Workforce Management Analyst, or similar role.
- Analytical skills: Strong analytical and problem-solving skills.
- Industry knowledge: Deep understanding of contact center metrics, service levels, and workforce management practices.
- Technical proficiency: Experience with tools such as NICE, Verint, IEX, or similar WFM platforms.
- Communication: Excellent communication and stakeholder management skills.
- Adaptability: Ability to thrive in a fast-paced, data-driven environment.
555 open positions on Semasocial right now
· 8725 open positions in Nairobi County, Kenya
· 41 posted in the last 7 days
Contact Information
