Workforce Real Time Analyst I

About the role

The Functionary is hiring a Global Workforce Real Time Analyst I, an onsite position in El Salvador. The role supports contact center operations by monitoring real-time agent activity, analyzing workforce data and adjusting schedules so teams can meet service level goals. It is a full-time, long-term contract; the exact schedule will be shared later, and flexibility to work different shifts is required because operations run 24/7.

Key responsibilities

• Monitor real-time agent activity, schedule adherence and operational performance
• Analyze staffing levels, call volumes, traffic patterns and workforce data
• Manage and adjust intraday schedules according to business needs
• Support phone, live chat and ticketing operations in an omni-channel environment
• Prepare and distribute daily, weekly and monthly workforce reports
• Monitor Service Level, Not Ready Time, productivity and Schedule Adherence goals
• Work with Supervisors, Team Leads, Managers, Schedulers and Analysts, and recommend schedule or staffing changes
• Process overtime, voluntary time off, call-ins and sick days
• Provide backup support to Workforce Schedulers and other WFM functions

Required profile

• 1+ year of experience in Workforce Management in a Technical Support, Contact Center, Customer Support or similar environment
• Advanced English (C1)
• Experience with Workforce Management software is a plus

Required skills

• Advanced Microsoft Excel, including data analysis, reports and charts
• Knowledge of Contact Center Operations, call flows, call volumes and workforce metrics
• Strong understanding of Real-Time Adherence and its impact on service level goals
• Microsoft Office and Google Workspace
• Analytical, problem-solving and critical thinking skills, with attention to detail and good organization

Equipment is provided by the employer. Interested candidates apply by sending their up-to-date English resume through the contact channel given in the original posting.