Workforce Real Time Analyst

Role Overview

GOAT is seeking a Workforce Real-Time Analyst to join our growing team. The ideal candidate should have experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment. Responsibilities include monitoring and analyzing Customer Service Representatives' performance. We're looking for an innovative thinker comfortable collaborating across departments. This role requires someone who is detail-oriented, analytical, and capable of managing multiple agents while balancing workforce and staffing needs effectively.

Responsibilities

• Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
• Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
• Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
• Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
• Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
• Remain flexible to take on additional assignments as needed.