Workforce Analyst

Role Summary

Responsible for monitoring, in real time, the operation's adherence to capacity planning, forecasts, and schedules. Acts as a control point for daily operational performance, monitoring service flows, absenteeism, adherence, and SLA compliance.

The main goal is to ensure operational deviations are quickly identified and corrected, protecting productivity, quality, and service levels in real time.

Key Responsibilities

• Monitor calls, chats, emails, and other operational channels in real time.
• Track employee adherence to schedules and breaks.
• Report real-time adherence, breaks, login/logout activity, and absenteeism to operational leadership.
• Analyze operational deviations and proactively mitigate risks.
• Identify anomalies that may impact SLAs, such as low adherence, high backlog, unexpected volume increases, or staffing gaps.
• Work closely with operational leaders to ensure daily goals and SLAs are met.
• Generate real-time intraday reports, alerts, and dashboards.
• Request and approve break adjustments, overtime, staffing reallocations, and contingency actions when necessary.
• Maintain constant communication with operations, leadership, and support teams.
• Record operational deviations, incidents, and recommendations for continuous improvement.

Critical Elements of the Role

• Work under time-sensitive conditions, requiring quick and accurate decisions.
• Protect SLAs and operational performance.
• Balance competing operational demands while maintaining fairness and objectivity.
• Work simultaneously across multiple systems and dashboards.
• Ensure accuracy in operational data and workforce recommendations.
• Monitor occupancy, adherence, shrinkage, and operational volumes.
• Adjust schedules, breaks, and staffing allocations when required.
• Escalate critical operational issues to leadership.
• Generate intraday reports and KPI updates.
• Monitor unexpected volume fluctuations and activate contingency plans.
• Suggest improvements to intraday processes.

Requirements

Required:

• High School Diploma.
• Fluent English (written and spoken).
• Advanced Excel skills.
• Strong analytical and organizational abilities.

Preferred:

• Previous experience as a Real Time Analyst (RTA), Workforce Analyst, Operations Analyst, or similar role.
• Experience with workforce management, forecasting, or contact center operations.
• Knowledge of Power BI is a plus.

Workspace Specifications and Requirements

• Home office
• Frequent use of management systems and digital tools
• Requirement: Personal computer (Windows or macOS) with a minimum of 8GB RAM and a webcam

Work Model

100% Remote (Home Office)

Schedule

3x1 Schedule

Available Shifts:

Morning: 06:00 AM – 02:00 PM

Afternoon: 02:00 PM – 10:00 PM

Night: 10:00 PM – 06:00 AM

Compensation

• USD $ 640/month