Real-Time Workforce Analyst

MCI is seeking a Real Time Analyst to support a US-based digital services client. You will forecast contact volume, schedule agents, and monitor intraday performance across multiple channels, ensuring SLA adherence and efficient shift utilization.

This role requires working hours aligned with the United States time zone and collaboration with global teams. Ideal candidates have a diploma or degree in business or operations, at least three years in workforce planning in a contact center, and