Real time analyst -talent pool

Real Time Analyst

This role ensures workforce planning, forecasting, and real‑time management align with the client’s operational goals and service level expectations. The position requires working hours aligned with the United States time zone to ensure seamless communication and collaboration across teams and stakeholders.

Position Responsibilities Develop and maintain accurate forecasts for contact volume, staffing needs, and scheduling across multiple support channels. Create and manage agent schedules to ensure optimal coverage and adherence to service level agreements. Monitor real‑time performance and make intraday adjustments to maintain efficiency and responsiveness. Collaborate with client stakeholders and internal teams to align workforce strategies with business objectives. Analyze historical data to identify trends, improve forecasting accuracy, and support long‑term planning. Maintain and optimize workforce management systems and tools, ensuring data accuracy and...