The objective of this position is to have the right number of resources available to manage incoming and outgoing customer phone volumes. The real\-time analyst is accountable for ensuring people are following their published schedules. This is an entry\-level position on the Workforce Management Team. **Requirements** * Experience in workforce departments. * Intermediate English level. * Excel knowledge. * Proactive. * Team player. **Responsibilities:** Monitor real\-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs). Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency. Coordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand. Analyze real\-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery. Communicate with operational teams and supervisors to relay real\-time insights and recommend immediate actions to address service level risks. Coordinate with various departments on issues impacting production. Implement and manage real\-time escalation processes to address high volume or crises, ensuring minimal impact on service quality. Facilitate real\-time training and coaching opportunities by identifying skill gaps or performance issues as they occur. Document and report on incident resolutions, including the impact of real\-time decisions on daily service level achievements and operational costs. **Benefits** * Competitive weekly salary * Life Insurance * Legal benefits * Christmas bonus * Savings fund * Profit sharing (PTU) * Vacation days * Vacation premium * Extra paid days off * Private medical insurance and preventative care * Growth opportunities