WFM Real-Time Analyst
ABOUT US:
CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.
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Role Overview
The WFM Real-Time Analyst is responsible for managing intraday staffing, monitoring performance, optimizing schedules, and supporting service level goals across multiple channels.
Key Responsibilities
- Monitor real-time queues and staffing levels to ensure SLA attainment
- Make intraday adjustments such as re-skilling, overtime recommendations, and schedule changes
- Support schedule optimization and staffing gap mitigation
- Act as the point person during volume spikes or operational incidents
- Analyze performance results and provide recommendations for improvement
Qualifications
- Minimum 1 year of Workforce Management experience (excluding internship / apprenticeship period)
- Experience with WFM platforms such as NICE IEX, Verint, Genesys, or Aspect
- Advanced Excel or Google Sheets skills
- Strong analytical and problem-solving abilities
- Ability to support multiple campaigns simultaneously