Workforce Real Time Analyst

About the role

The Functionary is seeking a Global Workforce Real Time Analyst I to join its on‑site team in El Salvador. You will monitor real‑time agent activity, manage intraday schedules and support omni‑channel contact center operations.

Key responsibilities

• Monitor real‑time agent adherence, schedule compliance and overall operational performance.
• Analyze staffing levels, call volumes, traffic patterns and workforce data to inform scheduling decisions.
• Adjust intraday schedules based on business needs and operational demand.
• Support phone, live chat and ticketing operations in an omni‑channel environment.
• Prepare and distribute daily, weekly and monthly workforce reports.
• Process workforce activities such as overtime, voluntary time off, call‑ins and sick days.

Required profile

• Minimum 1 year of experience in Workforce Management within a technical support, contact center or similar environment.
• Advanced Microsoft Excel skills for data analysis and reporting.
• Strong understanding of real‑time adherence and its impact on service‑level goals.
• Excellent attention to detail and commitment to data accuracy.
• Advanced English proficiency (C1 level).

Required skills

• Microsoft Excel
• Microsoft Office
• Google Workspace
• Workforce Management software (experience a plus)