Senior Real Time Adherence Analyst

A company is looking for a Senior Real Time Adherence Analyst, responsible for maximizing agent productivity and supporting workforce management in a call center environment.

Key Responsibilities

Support workforce management by identifying schedule gaps and approving PTO

Adjust intraday forecasts and monitor real-time queue performance

Produce and analyze attendance and intra-day reports to recommend staffing adjustments

Required Qualifications

Bachelor's Degree in Business Management or related field

3 - 5+ years of Call Center experience in workforce management

1+ year experience with workforce management systems like Verint or Genesys WFO

Proficient in Excel with advanced skills in reporting and data analysis

Ability to manage multiple tasks / projects with conflicting priorities