WFM Analyst

Job Title: WFM Real-Time Analyst – Voice Process (BPO)

Location: Mysore

Shifts: Rotational Shift including night shifts

Employment Type: Full-Time

About Us

unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Job Summary

We are seeking a proactive and detail-oriented Real-Time Analyst to join our Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance to ensure optimal handling of incoming contacts and adherence to operational goals.

Key Responsibilities

• The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming contacts
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Ability to make Real-Time Decisions, problem solving and proactively gather right data from appropriate sources for conducting root cause analysis and act promptly and confidently
• Alerting frontline agents/Supervisors/when you observe obstacles to achieve business targets
• Managing Breaks/Meetings/Coaching/Trainings at the right time
• Build and maintain strong relationships quickly with key stakeholders from all sites to ensure shared objectives are met
• Effective shrinkage Management
• Real time coding’s as per operations request (PTO, Sick, Absence etc.)
• Additionally, the candidate should be an effective communicator capable of independently driving projects and communicating end to end with the internal team as well as the client team
  
  

Skills Needed

• 1-2 years of experience in a Real-Time Analyst or WFM support role
• Bachelor's degree or equivalent experience.
• Proficiency with WFM tools.
• Analytical mindset with the ability to make decisions under pressure.
• Good understanding of contact center KPIs and metrics.
• Exposure to multi-site or global WFM environments is a plus
• Strong communication and stakeholder management skills.