Workforce Management Analyst

The WFM Real-Time Management (RTM) Specialist is responsible for monitoring and managing intraday operational performance to ensure optimal service levels and resource utilization. This role requires expertise in Verint Workforce Management tools, strong analytical skills, and a solid background in Real Time Management and in depth with Scheduling. The RTM Specialist works closely with Operations, Scheduling, and Forecasting teams to drive real-time decisions and maintain workforce efficiency.

Real-Time Operations Managemen

• tMonitor intraday performance across queues, channels (voice, email, chat), and sites
• .Track KPIs such as Service Level, AHT, Occupancy, Queue Depth, and Adherence
• .Identify deviations from forecast and schedule, and take immediate corrective actions
• .Manage agent skilling, call routing, and queue assignments to meet service level targets
• .Coordinate with Operations leaders to implem...