Analyst, Real Time Adherence

📋 Description Monitor real-time schedules and agent adherence to workforce plans. Track call volumes across queues and respond to demand/scheduling fluctuations. Identify staffing gaps and routing issues through real-time monitoring tools. Provide same-day performance updates and volume forecasts to Ops teams. Prepare regular reports (bi-hourly, daily, weekly, monthly) for decisions. Collaborate with workforce management and other real-time analysts for coverage. 🎯 Requirements High School Diploma or GED required. Minimum 1 year in contact center WFM or related analytics role. Experience with Avaya CMS, IEX, eWFM, Genesis, or Blue Pumpkin. Strong analytical/problem-solving skills to interpret operational data. Intermediate Google Sheets/MS Excel (VLOOKUPs, pivot tables, reporting). Attention to detail and accuracy in monitoring data and reports. 🎁 Benefits Opportunity to work remotely from India. Full-time employment with a global customer experience organization. Exposure to WFM technologies, analytics, and optimization strategies. Collaborate with operations, WFM, and technology teams. Career development in a fast-growing, innovative environment. Experience with diverse clients and complex contact center operations.