Real-Time Workforce Analyst

Ibex Limited; Charleston, Northern (WV, KY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Ibex Limited in Charleston, WV seeks a Real Time Analyst to balance call center service levels and ensure contract obligations are met. You will monitor real-time volumes, coordinate scheduling, and support reporting to leaders.

You will analyze trends and manage agent profiles in CMS, while communicating performance updates and facilitating cross-functional decision making in a fast-paced environment.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• 1+ year experience in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge of MS Excel and WF tools (IEX, CMS).
• Strong problem solving, communication and reporting skills.

Responsibilities

• Monitor real-time call volume and schedule conformance to optimize staffing.
• Coordinate same-day or short-term offline event scheduling for agents.
• Provide scheduling inputs for IEX to maintain staffing levels.
• Monitor CMS and RTA to ensure agent schedule adherence.
• Analyze trends in call volume, AHT, and attendance to anticipate Staffing needs.
• Manage agent profiles in CMS to optimize resource utilization.
• Produce reports and communicate performance updates to leaders.
• Schedule regular meetings to align with Work Force Leaders.
• Deliver timely status updates on projects and initiatives.

Skills

Real-Time Monitoring

Workforce Analysis

MS Excel

Reporting

Analytical skills

Time management

Project management

Communication

Team collaboration

Decision making

Professionalism

Multitasking

Flexible scheduling

Education

Bachelor's Degree

Tools

IEX

CMS

Job description

Ibex Limited in Charleston, WV seeks a Real Time Analyst to balance call center service levels and ensure contract obligations are met. You will monitor real-time volumes, coordinate scheduling, and support reporting to leaders.

You will analyze trends and manage agent profiles in CMS, while communicating performance updates and facilitating cross-functional decision making in a fast-paced environment.