Workforce Management Real-Time Analyst

Abertis Mobility Services; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Abertis Mobility Services is seeking a Real-Time Analyst in Orlando, Florida, to coordinate real-time workforce activities for the contact center. Key responsibilities include monitoring service levels, coordinating with operations teams, and reporting on performance trends. Ideal candidates should have experience as a workforce analyst and a strong understanding of workforce management software.

The role requires excellent communication, organizational, and analytical skills, with a preference for candidates holding a bachelor's degree in business operations. No travel is required and the position demands availability during operational hours from Monday to Saturday.

Qualifications

• 1–2 years of contact center experience as a workforce real-time analyst.
• Experience using workforce management software preferred.
• Excellent organizational skills and attention to detail.

Responsibilities

• Monitor phone queues and service levels on a real-time basis.
• Coordinate with operations teams to achieve service-level goals.
• Maintain attendance call-outs in the workforce management system.

Skills

Verbal and written communication

Organizational skills

Time-management skills

Analytical skills

Problem-solving skills

Education

High School Diploma

Bachelor’s degree in business operations

Tools

Workforce management software

Microsoft Office Suite

Job description

Job Purpose

The Real‑Time Analyst coordinates real‑time workforce activities to cover the contact center hours of operation and conducts various statistical reports related to workforce resources. The analyst reports to the VP Workforce Management/Workforce Manager, monitors intraday events and performance according to daily, weekly and monthly forecasts/plans, and initiates or recommends action plans based on service‑level objectives. The analyst also participates in daily workforce/operations touch‑base sessions to communicate contact center intraday plans.

Responsibilities

• Monitor phone queues and service levels on a real‑time basis to identify situations where additional resources may be needed to maintain service levels, and consult with call center management to determine the best course of action to fill resource needs.
• Provide real‑time status anomalies to operations.
• Coordinate with operations teams to achieve service‑level goals and business objectives for a multi‑site operation.
• Track, report and call out real‑time adherence issues.
• Maintain and update attendance call‑outs in the call‑out tracker and workforce management system.
• Update scheduling activity exceptions to correct approved schedule deviations for adherence reporting.
• Process shift trades, schedule change requests and time‑off requests after schedules are released by the analyst.
• Track and trend analysis for absenteeism and schedule adherence.
• Review and respond to schedule inquiries from management and agents, and partner with the analyst for a plan of action.
• Provide intraday recommendations related to staffing gaps such as overtime, VTO, etc.
• Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with call center agents, providing timely updates on schedules and any changes.
• Maintain and update workforce management systems and tools to ensure accurate and up‑to‑date information.
• Stay updated with industry trends and best practices in workforce management to enhance overall call center performance.
• Attend meetings with operations to report on trends related to attendance, adherence, attrition and associate behaviors.
• Build strong interpersonal relationships with operational partners.
• Work independently as well as in a team environment.
• Perform other related duties as assigned.

Educational Requirements

• High School Diploma or equivalent.
• Bachelor’s degree in business operations or equivalent education and experience, preferred but not required.
• 1–2 years of contact center experience as a workforce real‑time analyst, traffic coordinator or workforce scheduling analyst.
• Availability to work during contact center hours of operation, Monday‑Friday 7 AM–7 PM, Saturday 8:30 AM–5 PM.

Experience Requirements

• Experience using workforce management software (Verint, IEX, Alvaria/Genesys Cloud WEM) preferred.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time‑management skills with a proven ability to meet deadlines.
• Strong analytical and problem‑solving skills.
• Ability to work independently.
• Ability to function well in a high‑paced and at times stressful environment.
• Decision‑making, critical‑thinking and excellent communication skills.
• Proficient with Microsoft Office Suite or related software.

Travel Requirements

• No travel required.

Physical Requirements/Demands

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing and pulling.
• Must be able to lift 15 pounds at a time.

Competencies

• Communication – express ideas and deliver comprehensible messages, structuring them clearly, listening actively and being empathetic; influence and create an impact on others and show strong negotiating skill.
• Teamwork – work with others, adopting collaborative and positive relationships to achieve common goals.
• Change – accept, embrace and drive change and innovation while being open to different approaches, ideas and proposals.
• Results – meet or exceed goals and objectives by adopting an agile, dynamic, efficient, cost‑oriented approach, eagerness, and optimism to get the best results.
• Leadership – build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring and driving the performance and development of team members while spearheading a positive environment.
• Strategic Mindset – anticipate situations in the market while embracing the company's/department's strategic vision and mission; achieve internal and external customer loyalty by utilizing quality and suitable proposed solutions.