Real-Time Workforce Analyst - Scheduling & Insights

ibex; Charleston (WV); On-site; USD 52,000 - 70,000; Full time

Job summary

ibex is seeking a Real Time Analyst to balance call center service levels across programs and locations. The role focuses on meeting contractual obligations while delivering positive customer experiences and operational efficiency.

The analyst will monitor real-time volume, schedule conformance, and agent adherence, provide scheduling forecasts in IEX, and generate reports to guide leadership decisions. Collaboration with WFM and Help Desk is essential.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• 1 year experience specializing in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge in MS Excel and WF tools such as IEX and CMS.
• Strong communication skills and above-average reporting ability.
• Excellent analytical and organizational skills.

Responsibilities

• Monitors real-time call volume and schedule conformance to optimize staffing.
• Coordinates same-day/off-line event scheduling for agents.
• Provides forecasts for scheduling in IEX to maintain staffing levels.
• Monitors CMS and RTA for agent adherence to schedules.
• Analyzes trends in call volume, AHT, and attendance to plan staffing.
• Manages agent profiles in CMS to optimize resources.
• Reports on performance and communicates updates to leadership.
• Participates in Help Desk calls to relay impacts on operations.
• Develops reports/processes to improve planning accuracy.

Skills

Real-Time Monitoring

Workforce Analysis

MS Excel

CMS

IEX

Communication skills

Analytical skills

Education

Bachelor’s Degree (any field) or equivalent work experience

Tools

IEX

CMS

Job description

ibex is seeking a Real Time Analyst to balance call center service levels across programs and locations. The role focuses on meeting contractual obligations while delivering positive customer experiences and operational efficiency.

The analyst will monitor real-time volume, schedule conformance, and agent adherence, provide scheduling forecasts in IEX, and generate reports to guide leadership decisions. Collaboration with WFM and Help Desk is essential.