Workforce Management Real-Time Analyst

Manage and monitor real-time contact-center performance, including call volumes, service levels, and agent adherence. Update staffing levels and schedules throughout the day to meet service targets, respond to unplanned events, and maintain incident logs. Build forecasting models from historical volume data and produce regular and ad hoc intraday reports, summaries, and dashboards for management. Partner with CS managers, supervisors, agents, and the WFM team to improve processes and systems and ensure efficient operations.