Workforce Management Real Time Analyst (WFM RTA) Summary of Duties: The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Identifies real time call volume interruptions and system outages that impact contact center performance. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion. Skills and Qualifications: Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email VBA macros an asset Experience with IEX, CMS, Avaya, Symposium, Genesys and Gen Cloud an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience is required

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