WFM Real-Time Analyst

Mission

The WFM Real-Time Analyst is responsible for actively monitoring and managing intraday performance across queues and agents to ensure alignment between actual performance and forecast plans. This role ensures optimal staffing levels throughout the day, enabling the contact center to consistently meet service level agreements (SLAs), key performance indicators (KPIs), and client expectations.

Real-Time Performance Monitoring & Management:

• Continuously oversee and track live performance metrics, including schedule adherence, agent availability, and queue status, ensuring alignment with forecasted plans.
• Proactively adjust staffing and resource allocation in real time to maintain service levels and meet client KPIs.

Collaborate with Operational Leaders & Stakeholders:

• Engage with team leaders, supervisors, and key stakeholders across operations, ensuring they are aligned on performance issues, deviations, and required interventions.
• Maintain clear, ongoing communication with internal teams and clients to quickly resolve issues, share updates, and align adjustments to meet service expectations.

Leverage Real-Time Monitoring Tools:

• Use advanced tools and systems to generate live performance data and ensure accuracy of reporting.
• Quickly assess performance gaps and collaborate with operational leaders to deploy immediate solutions that optimize efficiency and meet client demands.

Proactive Schedule Optimization & Adjustment:

• Adjust real-time schedules for both immediate needs and future projections, accounting for factors such as shrinkage, agent availability, and client-specific requirements.
• Work closely with operational leaders to ensure any necessary changes are executed smoothly, minimizing impact on service levels and ensuring continuous coverage.

Communicate and Align with Stakeholders on Deviations:

• Actively share callouts, performance deviations, and potential risks with operational teams, providing actionable insights to address issues before they affect service delivery.
• Maintain a collaborative approach with stakeholders to ensure that all shifts and resource adjustments are made swiftly and efficiently.

Adhere to Client-Specific SLAs & Deadlines:

• Work within stringent timelines, responding quickly to meet the diverse and dynamic requirements of multiple clients.
• Ensure that real-time adjustments align with service level agreements and client expectations, while also maintaining flexibility to meet any urgent changes requested.

About the Job

As a Real-Time Analyst in the Workforce Management team, you will play a pivotal role in managing and optimizing call center operations in real time. Your primary responsibility will be to monitor live call volumes, agent performance, and real-time schedule adherence to ensure that staffing levels align with service level objectives and business requirements. Proactively adjust agent schedules, including managing live schedule changes, addressing deviations, and ensuring that agents are available at peak times to maintain optimal service delivery. In addition, you will provide actionable insights and recommendations to improve operational efficiency, enhance customer satisfaction, and support performance optimization. Proactively will collaborate closely with crossfunctional teams—such as operations, team leaders, and client managers—to address real-time performance challenges and ensure alignment across all departments. You will also contribute to the optimization of future schedules, considering forecast data, historical trends, and client-specific needs, while consistently striving for continuous improvement in service delivery.

Key Responsibilities

• Collect information for RTM and execute actions to support service metrics
• Collect relevant program information about KPIs/BTP (Expectations).
• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account.

Queue management (within the interval)

• Monitor queue
• Manage skills
• Situation management
• BCP situations: Downtime, System issues, etc.
• Routing issues (client side)
• Volume allocation (Load balancing client side)

Intraday management (throughout the day)

• Planned delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
• Schedule Adherence (Agent level) as per contractual KPI’s
• Update shrinkage segments in WFM tool
• Flagging agents out of adherence via Chat groups and other media channels.
• Management of adherence /conformance to improve advisor efficiency
• Monitor real-time call volumes, agent availability, and service level metrics to identify trends, patterns, and areas of improvement.
• Make proactive adjustments to agent schedules in real-time to ensure optimal staffing levels and adherence to service level targets.
• Continuously monitor intraday performance, identifying and addressing any deviations from the schedule, and taking necessary actions to minimize service disruptions. Communicate with Operations and Team Leaders to address staffing gaps and provide real-time updates on performance and trends.
• Collaborate with real-time adherence specialists to track and manage agent adherence to schedule and performance targets.
• Production of morning, mid-day and EOD performance outlooks -intended to guide the operational stakeholders and clients.

Collaborate with Forecasting/ Scheduling and Operations Teams:

• Share real-time insights and performance data to adjust and optimize staffing plans on a day-to-day basis.

Monitor and Adjust Staffing Levels in Real-Time:

• Continuously assess real-time staffing needs and resource utilization, making dynamic adjustments to schedules as needed.

Track Real-Time Shrinkage and Operational Metrics:

• Monitor and analyze in-center and out-of-center shrinkage factors in real time (e.g., absenteeism, breaks, training) and key performance metrics such as Average Handle Time (AHT).

Manage Live and Future Week Schedule Accuracy:

• Oversee mailbox actions for both the current and upcoming weeks, ensuring real-time updates are accurately reflected in associate schedules.
• Implement live adjustments to schedules, ensuring that all changes are communicated and executed smoothly to maintain service excellence.

Reporting

• Shrinkage reports
• Deviation Reporting
• Intraday reporting
• Skill/Account level Interval report
• Agent level reporting
• RCA reporting
• Schedule adherence reports
• Feedback to Planning & scheduling
• ID management (if required by client)
• Performance outlooks (morning -mid and afternoon).
• Handle additional responsibilities assigned by Sr leaders within Foundever.
• Additional reporting to be added should this become a requirement. (Includes post day).

Data Insight and Analysis

• Conduct analysis of call center data, including historical performance, call volume patterns, and staffing metrics, to identify opportunities for process improvement.
• Prepare and distribute daily, weekly, and monthly reports summarizing key performance indicators such as service level achievement, agent productivity, and schedule adherence.
• Provide insights and recommendations based on data analysis to enhance operational efficiency and improve customer satisfaction.
• Monitor and track schedule performance metrics, such as schedule adherence, utilization, and shrinkage, and provide recommendations for continuous improvement.

Collaboration and Continuous Improvement:

• Collaborate with cross-functional teams, including Operations, Training, and Quality Assurance, to align scheduling and staffing strategies with overall call center objectives.
• Stay updated on industry best practices and emerging trends in workforce management to drive continuous improvement and innovation.
• Participate in regular meetings and discussions to share insights, discuss challenges, and propose solutions to optimize scheduling efficiency and agent performance.
• Actively contribute to the development and implementation of new processes, tools, and technologies to enhance schedule management and workforce planning capabilities.

KPI’s

Service KPI's

• Service Level / ASA / Aban / Interval delivery and Compliance o Line adherence / Staff Interval Compliance
• Call / Transaction Handling Capacity
• Adherence / Conformance o Hours management
• As per client SOW.

Efficiency KPI's

• Bill to Pay %
• Billable Hours Optimization
• Schedule Efficiency
• System Issue support
• Conformance /Adherence o Absence (operational support)

Job Interactions

Inside Foundever

• Agents
• Coaches
• Team Leader
• Operations Managers
• Learning
• HR

Reporting relationships:

• Direct manager: WFM Manager / Head of Department Outside Foundever

Client:

• Client (where applicable needed)

Other Qualification

Work Experience:

• Proven experience working in a call center environment, with a deep understanding of operational workflows, customer service metrics, and call handling processes.
• Proven experience in Workforce Management (WFM) is a key requirement, with a focus on scheduling, forecasting, and capacity planning.
• Familiarity with WFM tools and strategies to optimize workforce efficiency is essential.
• Ability to work flexible shifts that align with client-specific operational windows, ensuring coverage during peak hours and meeting service level objectives.

Education:

• Higher education in a technical field, such as mathematics, statistics, operations research, or a related discipline, is highly desirable
• Certifications in Workforce Management, Scheduling, or other related fields are considered an asset.

Language:

• Proficiency in the local language is required for effective communication within the team and with clients.

English Language Skills:

• Strong English communication skills (both written and verbal) are necessary to collaborate with global teams and report findings clearly.

Additional Languages (Optional):

• Proficiency in other languages is considered an asset, especially for multi-regional operations demonstrating proficiency in optimizing workforce processes.

Advanced MS Excel Skills:

• Expertise in MS Excel, including advanced formulas, pivot tables, and data analysis, to efficiently handle large datasets, identify trends, and generate reports.

Proficiency with Office Tools:

• Familiarity with MS Word, PowerPoint, and Outlook for documentation, presentations, and communication.

Experience with WFM Software:

• Experience using WFM tools such as IEX, Calabrio, Virent, CMS, Avaya, and other related platforms is highly advantageous.
• Knowledge of automation tools like VBA macros would be a strong asset to streamline workflows and enhance reporting efficienc

Foundever Values

Creativity

• Challenge actual delivery when it does not align with our plans.
• Implement initiatives to drive better customer experience and improve service delivery.

Commitment

• Ensure accuracy and integrity in all financial reporting to support operational decision making.
• Deliver proactive solutions to drive operational excellence.
• Optimize staffing plans to mitigate service impacts.

Value

• Add value by delivering PEAK OS standards across the WFM Cycle.

Connection

• Be the best partner for Site Directors, Operations Managers and Coaches and Clients teams

Your Profile & Experience

To join our team we are looking for people with a minimum of 1 years experience working in a Contact Centre in work force management.

The essential skills we ask for are:

• Good communication skills: the ability to clearly and effectively communicate.
• Patience: the ability to remain calm and composed.
• Adaptability: the ability to handle a wide variety of interactions and adjust communication style as necessary.
• Positive attitude: the ability to remain positive and upbeat.
• Advantageous: Knowledge of work force management best practices and call centre technology.
• Education: Minimum Grade 12.
• Background: A clear criminal background check.

Workforce Management: Real Time Schedule Analyst

• Location – Waterfront Cape Town.
• Working Pattern – 40 Hours per week rotational shifts (24/7 shift rotation – US hours applicable)
• Contract Type – Permanent

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

[ever] creative. [ever] committed. [ever] connected.

foundever.com