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The WFM & Real-Time (RT) Operations Support Analyst ensures strategic goals are achieved by managing and optimizing workflows across QTC locations and GBS. The role involves real-time monitoring, forecasting, scheduling, and reporting to improve operational efficiency and meet service level goals.
Job Responsibility:
Develop and manage workforce schedules and forecasts based on data and trends
Monitor real-time performance and adjust staffing to meet KPIs
Create dashboards and reports to track performance and identify improvements
Analyze workflow data to support decision-making and process optimization
Collaborate with IT for access, troubleshooting, and system integration
Support Quality, Workforce, and Training functions through data-driven insights
Manage PTO scheduling and assist in planning to maintain service levels
Requirements:
2–4 years in Workforce Management, Real-Time Operations, or Contact Center Analytics
Experience with forecasting, dashboards, and performance reporting in multi-site operations
Strong analytical and problem-solving skills
Proficiency in Excel and WFM tools (e.g., Verint, NICE, Genesys)
Knowledge of contact center metrics and operational workflows
Excellent communication and time management abilities
Ability to collaborate across teams and manage shifting priorities
Bachelor’s degree in Business, Operations, Statistics, or a related field
Strong analytical background and understanding of WFM processes