Real-Time WFM Analyst: Center Performance & Scheduling

VXI Global Solutions; Morrow (GA); On-site; USD 42,000 - 65,000; Full time

Job summary

VXI Global Solutions is seeking a WFM Specialist 1 - Real Time Analyst to help manage real-time service levels and KPIs. The role focuses on maintaining adherence to schedules, deploying mitigations, and coordinating with operations to sustain target performance.

The successful candidate will monitor queues, staffing, and KPI metrics, with daily touchpoint meetings across OPS, CS, and IT. Knowledge of call center operations and MS Office is preferred.

Qualifications

• 1-2 years' RTA work experience in a contact center (BPO) environment preferred.
• High School Diploma/GED required.
• Knowledge of Call Center Metrics and Workforce Management policies and procedures.
• Broad knowledge of contact center and customer service operations.
• Basic computer applications knowledge: MS Word, Excel, PowerPoint, Access.
• Demonstrates teamwork and leadership skills.
• Good communication and interaction skills.
• Strong problem-solving skills.
• Adaptable to change and able to work under pressure.
• Flexible with schedule for 24x7 and international time zones.

Responsibilities

• Monitor queue and staffing status and execute mitigation strategies to maintain targets.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations on threshold violations and support improvement.
• Facilitate daily touchpoint meetings to share strategies.
• Log schedule exceptions and manage real-time agent status.
• Process ticket requests within SLAs and update systems.
• Coordinate with IT to minimize center downtime.
• Prepare and update WFM SOP documentation during downtime.
• Design and improve reports to illustrate data trends for management.

Skills

Real Time Analysis

Call Center Metrics

Workforce Management

Education

High School Diploma/GED

Tools

MS Word

MS Excel

MS PowerPoint

Job description

VXI Global Solutions is seeking a WFM Specialist 1 - Real Time Analyst to help manage real-time service levels and KPIs. The role focuses on maintaining adherence to schedules, deploying mitigations, and coordinating with operations to sustain target performance.

The successful candidate will monitor queues, staffing, and KPI metrics, with daily touchpoint meetings across OPS, CS, and IT. Knowledge of call center operations and MS Office is preferred.