Workforce Management (WFM) Real-Time Analyst & Helpdesk Support Specialist
Gratitude IncWorkforce Management (WFM) Real-Time Analyst & Helpdesk Support Specialist
Job Description
Key Skills
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Job Title: WFM Real-Time Analyst – Helpdesk Customer Support
Location: Onsite | McKinley
We are seeking a detail-oriented and proactive WFM Real-Time Analyst to support our Helpdesk Customer Support operations. This role is responsible for ensuring optimal staffing, monitoring real-time performance, and maintaining service level targets in a fast-paced, multi-channel support environment.
Key Responsibilities:
- Monitor real-time queues across chat, email, phone, and ticketing systems to maintain SLA performance and workforce efficiency.
- Track agent adherence, manage intraday staffing adjustments, and escalate service risks such as volume spikes or queue backlogs.
- Analyze key metrics including AHT, ASA, service levels, and occupancy, providing actionable insights to Operations.
- Support forecasting, scheduling, and capacity planning using historical trends and business drivers.
- Maintain accurate WFM data, schedules, and reporting dashboards.
- Collaborate with Operations, Training, QA, and HR to align workforce plans with business needs.
- Generate daily, weekly, and monthly workforce reports and performance insights.
- Bachelor’s degree or equivalent experience.
- At least 2 years of experience in WFM, RTA, or BPO operations.
- Familiarity with WFM tools (e.g., NICE, Verint, Genesys) and CRM platforms (Zendesk, Salesforce).
- Strong analytical, Excel, and communication skills.
Role
WFM
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
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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