WFM Real-Time Analyst - Help desk Customer Support
Gratitude IncWFM Real-Time Analyst - Help desk Customer Support
Job Description
Key Skills
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### **About the Role**
We are looking for a data-driven **WFM Real-Time Analyst** to oversee queue health, agent adherence, and intraday performance across our multichannel support operations (chat, email, phone, and tickets).
### **Key Responsibilities**
* **Real-Time Monitoring:** Monitor live inbound queues and track agent adherence across CRM and WFM dashboards. Proactively escalate volume spikes or staffing shortfalls.
* **Forecasting & Capacity:** Help maintain staffing models and short-term contact volume forecasts based on historical data, seasonality, and digital advertising cycles.
* **Scheduling:** Build, publish, and maintain agent schedules. Manage shift swaps, time-off requests, and coordinate training pullouts with minimal SLA impact.
* **Performance Reporting:** Produce daily, weekly, and monthly reports on service levels, occupancy, shrinkage, and AHT trends using Excel or Google Sheets.
* **System Admin:** Keep agent profiles, skills, and queue assignments up to date within the WFM and CRM platforms (Salesforce/Zendesk).
### **Qualifications**
* **Experience:** 2+ years of professional experience in WFM, BPO operations, or customer support. Experience with digital advertising or billing queues is a plus.
* **WFM Skills:** Solid understanding of core WFM metrics (SLA, AHT, shrinkage, adherence) and WFM software (e.g., NICE IEX, Verint, Genesys).
* **Technical & Communication:** Proficient in Microsoft Excel/Google Sheets. Excellent written and verbal English communication skills.
---
### **How to Apply**
Please send your updated CV to kenmerc6@gmail.com
* **Email Subject:** WFM Real-Time Analyst
Kindly include the answers to these pre-screening questions in your email:
* Educational attainment:
* Years of experience as a WFM RTA:
* Technical experience (WFM tools/CRMs used):
* Previous BPO employers:
* Last drawn salary:
* Expected salary:
Role
Customer Care Officer
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Chat
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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