• Send interval/hourly reports such as Attendance Report, Intraday Performance Report, Productivity Report, etc.
• Track and document system issues and escalate when needed.
• Monitor all real-time events that may impact service levels (SLs) and implement corrective actions.
• Ensure all SLA commitments are consistently achieved.
• Evaluate and respond to events affecting schedule adherence (e.g., absenteeism, late/early logins, system outages).
• Conduct real-time monitoring of breaks, absenteeism, and non-adherence.
• Process requests related to schedule changes, off-phone activities, and profile updates.
• Communicate daily reports on service level performance to WFM and Operations leadership teams.
• Escalate risks related to SLAs and take mitigation steps.
• Serve as the main point of contact between WFM and Operations to maintain a strong partnership.
• Perform other tasks assigned by the WFM Supervisor.

Qualifications:

• 2–3 years of experience in a Customer Service environment within WFM.
• Previous experience as a Real-Time Analyst with reporting exposure.
• Strong proficiency in MS Office (Excel – Power Query, Power Pivot, Data Modeling, Report Automation) and Google Suite.
• High proficiency in both verbal and written English.
• Strong analytical and problem-solving skills, with the ability to make real-time decisions.
• Willing to work onsite in Eastwood.
• Amenable to night shift schedule with weekend rest days.