WFM Analyst

• Title: Real Time & Performance Analyst
• Department: Customer Care Operations
• Location: Little Island, Cork
• Reports To: Customer Care Operations Manager

About the Role

The Workforce Management function plays a critical role in ensuring operational stability across all Customer Care channels. This role supports the delivery of consistent service levels by monitoring real-time performance, managing adherence, reacting to intraday changes, and enabling rapid decision-making that supports both customer experience and operational efficiency.

Working closely with Operations, Team Managers, and WFM colleagues, this role is responsible for managing intraday performance across all Customer Care teams. The Real Time & Performance Analyst will monitor queue health, manage schedule adherence, adjust staffing allocations, and produce intraday reforecasts to ensure service levels remain stable throughout the day.

Key Responsibilities

Real-Time Queue & Service Level Management

• Monitor all queues and channels in real time to ensure service levels, response times, and backlog targets are maintained.
• Implement immediate actions to address performance issues, including skill changes, channel balancing, and workload prioritisation.
• Communicate intraday actions clearly to Team Managers and Leaders to maintain operational alignment.

Adherence & Performance Monitoring

• Track agent adherence, punctuality, and schedule compliance, escalating risks where required.
• Identify behavioural or structural causes of adherence issues and work with managers to resolve them.
• Provide hourly and end-of-day performance summaries to operational stakeholders.

Intraday Reforecasting & Schedule Adjustments

• Reforecast demand and staffing requirements throughout the day based on actual performance and emerging trends.
• Recommend schedule changes, overtime, voluntary time off, or channel redistribution as needed.
• Support management of shrinkage events such as coaching, training, and meetings to minimise service impact.

Reporting & Communication

• Produce real-time dashboards and intraday performance reports for key stakeholders.
• Highlight risks, trends, and opportunities to maintain operational stability.
• Deliver clear recommendations on actions needed to protect service levels or minimise backlog.

Operational Support & Collaboration

• Partner with Workforce Planners to align intraday decisions with daily and weekly plans.
• Support Team Managers with performance insights to improve agent productivity and service outcomes.
• Participate in continuous improvement efforts focused on optimising intraday processes and systems.

What We're Looking For

Experience in a Real-Time Analyst, Workforce Management, or Contact Centre performance role preferred.

Strong analytical and problem‑solving skills with the ability to make quick, data-driven decisions.

Proficiency in WFM systems and reporting tools.

Excellent communication skills with the confidence to influence operational actions.

High attention to detail, strong organisational skills, and the ability to manage competing priorities.

Ability to work effectively in a fast-paced, changing environment.

Why Apply?

This is a great opportunity to play a key role in operational performance, using real-time data and insights to influence customer outcomes and business success. You'll work in a collaborative environment, develop valuable workforce management skills, and make a measurable impact every day