Overview
We are seeking a detail-oriented and proactive WFM Intra-Day Analyst to support real-time workforce management operations. This role is responsible for monitoring intraday performance, identifying trends, and making timely staffing adjustments to help ensure service level goals are met.
This is a fast-paced, highly collaborative role that requires strong analytical thinking, clear communication, and the ability to make quick, data-driven decisions.
Key Responsibilities
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Monitor real-time performance across queues and channels to ensure service level targets are achieved
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Track and analyze intraday metrics such as service level, average handle time (AHT), adherence, and volume trends
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Identify performance gaps and recommend real-time actions (e.g., overtime, voluntary time off, skill adjustments)
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Communicate intraday performance updates and recommendations to operations teams and leadership
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Partner with supervisors and operations leaders to execute staffing adjustments throughout the day
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Compare forecasted vs. actual performance and highlight key variances
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Maintain and update real-time tracking reports and dashboards
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Escalate risks to service levels in a timely and proactive manner
Requirements:
Qualifications
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Bachelor’s degree in Business, Finance, Statistics, Operations, or a related field, or equivalent work experience
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1–2 years of experience in a call center, operations, or analytical role
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Strong proficiency in Microsoft Excel or Google Sheets (pivot tables, lookups, data analysis)
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Basic understanding of contact center metrics (service levels, AHT, adherence, shrinkage)
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Ability to analyze data quickly and translate insights into actionable recommendations
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Strong attention to detail and organizational skills
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Ability to manage multiple priorities in a fast-paced, real-time environment
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Excellent written and verbal communication skills
Preferred Qualifications
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Exposure to workforce management tools (e.g., NICE, Verint, Genesys, Aspect)
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Experience with real-time queue monitoring or scheduling
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Familiarity with data visualization tools (e.g., Power BI, Tableau)
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Basic knowledge of SQL or data querying
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Previous experience supporting contact center operations
What Success Looks Like
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Consistently maintains awareness of real-time performance and proactively identifies risks
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Makes timely, data-driven recommendations that positively impact service levels
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Communicates clearly and effectively with stakeholders across operations
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Demonstrates strong ownership, responsiveness, and a willingness to learn
Work Environment
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Fast-paced, real-time operational environment
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Requires continuous monitoring and responsiveness throughout the workday
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Collaborative team setting with frequent interaction across departments
Country:
India
City:
Bangalore
