Role Overview The Workforce Management Analyst (Real-Time & Scheduler) is responsible for ensuring optimal staffing and efficient operations through effective scheduling, real-time monitoring, and intraday management.
This role supports operational performance by creating accurate schedules, adjusting staffing in real time, and analysing data to enhance service levels, employee productivity, and customer experience.
The analyst works closely with Operations, HR, Team Leaders, and other WFM team members to ensure the business is adequately resourced and performing at optimal levels.
Key Responsibilities1.
Scheduling Create, update, and publish agent schedules aligned with forecasted workload.
Allocate shifts, breaks, lunches, and off days based on staffing needs.
Manage scheduling changes due to leave requests, absenteeism, or operational priorities.
Maintain accurate schedule records in WFM systems.
Work with Operations to resolve scheduling conflicts and ensure adequate coverage.2.
Real-Time Management Monitor real-time call volumes, queues, service levels, and agent performance.
Take immediate intraday actions to support SLA performance, such as adjusting breaks, reallocating staff, or modifying tasks.
Track agent adherence and ensure compliance with schedules.
Coordinate with Team Leaders to address staffing gaps or performance issues.
Manage agent routing, skilling, and availability within real-time systems.3.
Reporting & Analysis Generate daily, weekly, and monthly WFM reports (e.g., adherence, shrinkage, SLA performance).
Analyse scheduling efficiency, real-time performance, and staffing trends.
Provide insights and recommendations to improve operational performance and forecasting accuracy.4.
Forecasting & Planning Support Assist with short-term forecasts based on historical data and trend analysis.
Provide inputs to long-term capacity planning.
Identify volume patterns and recommend staffing adjustments.5.
Communication & Stakeholder Engagement Act as the primary point of contact for WFM-related updates and escalations.
Communicate schedule changes, real-time actions, and performance impacts to Operations in a timely manner.
Participate in operational meetings to provide WFM insights and support decision-making.6.
System Management Maintain agent profiles, skills, schedules, and adherence data in WFM platforms.
Identify and troubleshoot WFM system errors and escalate where necessary.
Ensure data accuracy across all WFM tools and reporting systems.7.
Compliance & Quality Ensure schedules and workforce decisions align with labour laws and internal policies.
Maintain organized records for audits, compliance, and performance tracking.
Qualifications & Requirements Education & Experience Matric or equivalent (required).1–3 years experience in Workforce Management, Real-Time Analysis, or Scheduling (preferred).
Contact centre or BPO industry experience (advantageous).
Skills Strong analytical and problem-solving skills.
Proficiency with WFM systems (e.g., IEX, NICE, Genesys, etc) and MS Excel.
Strong communication and stakeholder management skills.
Ability to work under pressure and make quick, data-driven decisions.
High attention to detail and accuracy.
Competencies Time management Collaboration Adaptability Decision-making Results-driven mindset Working Conditions Office-based environment.
