Real-Time WFM Specialist I: Elevate Center Performance

VXI; Morrow (GA); Hybrid; USD 52,000 - 76,000; Full time

Job summary

VXI is seeking a Real Time Analyst for Workforce Management to oversee real-time service levels and KPIs within a 24x7 contact center. You will monitor queues, agent adherence, and staffing plans while deploying mitigation strategies to maintain performance targets.

The role requires 1–2 years of RTA experience in a BPO, strong Excel and MS Office skills, and the ability to collaborate across departments to drive improvements and reporting accuracy.

Qualifications

• 1 to 2 years' RTA work experience in a contact center (BPO) environment preferred.
• High School Diploma/GED.
• Knowledge on Call Center Metrics and Workforce Management policies and procedures (RTA validation via testing/interview).
• Broad knowledge of contact center and customer service operations.
• Knowledge of computer applications including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, customer focus and innovation.
• Teamwork and leadership skills.
• Good communication and interaction skills.
• Strong problem-solving skills.
• Adaptable to change and able to work under pressure.
• Good time management and ability to multi-task.
• Flexible with schedule to support 24x7 operations and international time zones.

Responsibilities

• Real Time Management: monitor queues, staffing and metrics; implement mitigation strategies.
• Coordinate with OPS, CS and other departments; communicate strategies for performance objectives.
• Log schedule exceptions and apply skill changes; manage tickets and real-time status.
• Work with Technology teams to minimize center downtime; maintain SOPs for downtime.
• Reporting: distribute intraday and daily KPI performance reports with commentary.
• Design and improve report templates; provide end-of-day analyses and recommendations.
• General: perform duties to support goals and participate in training and development.

Skills

RTA experience

Call center metrics

MS Office proficiency

Communication skills

Teamwork

Analytical thinking

Problem solving

Time management

Adaptability

Education

High School Diploma/GED

Tools

MS Word

MS Excel

MS PowerPoint

MS Access

Job description

VXI is seeking a Real Time Analyst for Workforce Management to oversee real-time service levels and KPIs within a 24x7 contact center. You will monitor queues, agent adherence, and staffing plans while deploying mitigation strategies to maintain performance targets.

The role requires 1–2 years of RTA experience in a BPO, strong Excel and MS Office skills, and the ability to collaborate across departments to drive improvements and reporting accuracy.