Real Time Analyst, WFM

ibex. Pakistan


Date: 17 hours ago
City: Lahore
Contract type: Full time
This role is responsible for real-time monitoring of workforce performance, ensuring schedule adherence, and preventing productivity leakages. It also involves intraday adjustments, reporting, and timely communication with stakeholders to maintain operational efficiency.

Qualifications

  • Basic Qualifications
  • 1-2 years of experience as a Real-Time Analyst or in a Workforce Management role.

Preferably from in an inbound sales environment.

Responsibilities

  • Preventing Productivity Leakeages in real time
  • Real – Time communication/Updates with all Stakeholders
  • Ensuring Schedule Adherence, Maintaining Overall Attendance for all Department
  • Performance Reporting
  • Real-Time Monitoring
  • Intraday Adjustments & Reporting
  • Tool & System Monitoring:
  • Communication & Alerts
  • Provide real-time alerts for performance deviations and downtime
  • Coordinate with IT or support teams to report and track system outages or agent issues affecting performance
  • Schedule adherence and manage intraday staffing
  • Monitor real-time queue performance, agent adherence, and contact center KPIs (e.g., Service Level, ASA, AHT, occupancy, shrinkage)
  • Generating Incident Notification to All Stakeholders during Downtime
  • EOD Reporting
  • Extensive Data Analysis & reporting

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