Lead Analyst, WFM

• Lead and manage a team of Real-Time Analysts (RTAs) to monitor and optimize workforce performance in real-time.
• Develop and implement real-time monitoring strategies to ensure service level objectives are met and maintained.
• Provide guidance and support to RTAs in making real-time adjustments to staffing levels, schedules, and resources to optimize operational efficiency and service excellence.
• Analyze real-time and historical data to identify trends, patterns, and opportunities for process improvement.
• Collaborate with other departments such as Operations, Forecasting, and Scheduling to align workforce management goals with overall business objectives.
• Conduct regular performance reviews, provide feedback, and coach RTAs to enhance their skills and knowledge.
• Develop and maintain standard operating procedures (SOPs) and best practices for real-time monitoring and workforce optimization.
• Generate reports and metrics to track key performance indicators (KPIs) and provide insights for decision-making.
• Participate in strategic planning and forecasting activities to support long-term workforce planning initiatives.

Desired Skills/Requirement

• Graduate with overall 8 + years of Contact Center experience and good communication skills.
• Minimum 2-3 years of experience as a SLC / RTA Lead managing a team size of 8 to 10 Analysts.
• Understanding of associated tools and systems like CMS, EXCEL and preferably WFM Tools like IEX.
• Experience in report automation using Power BI, (VBA), SQL, MS Access.
• Strong analytical and problem-solving skills with the ability to interpret complex data and make strategic decisions.
• Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels.
• Proven leadership abilities with the ability to motivate and inspire team members to achieve goals.
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.