Workforce Management Real-Time Analyst

Monitor real-time queues and performance across multiple service channels to ensure operational service levels are consistently met. Identify risks, trends, and anomalies, then take proactive steps to mitigate impact. Partner with operations leaders to recommend and implement staffing or schedule adjustments, provide intraday reporting and insights, and escalate urgent issues to coordinate fast responses. Continuously improve real-time processes through analysis and actionable recommendations.