Workforce Management Analyst

Job Opening: Real Time Analyst (RTA)
Work setup: REMOTE
Employment Type: Full-Time
Language Requirement: English (Chinese Race)
Working Shift: Mon to Fri (8am to 5pm EST / 11am to 8pm EST)
Job Description – Real Time Analyst (RTA)
Position Summary
We are seeking a Real Time Analyst (RTA) to join the Remote Assessments Workforce
Management Team. The RTA is responsible for the real-time monitoring and management of
service levels, staffing, agent adherence, operational queues, and overall workforce
performance across multiple sites, geographies, and channels.
The RTA serves as a key link between Workforce Management (WFM), Operations, BPO
partners, and other supporting teams, proactively identifying operational risks and taking
timely actions to maintain service levels, staffing efficiency, and a positive candidate
experience.
This is a highly visible operational role requiring strong analytical ability, sound decision making, effective communication, and the ability to manage multiple priorities in a fast paced environment.
Key Responsibilities
Real-Time Monitoring & Operational Management
• Perform daily real-time monitoring of service levels, incoming volumes, queue
performance, wait times, staffing levels, and operational conditions across all
supported sites, geographies, and channels.
• Continuously compare planned staffing and capacity against actual staffing,
workload, and performance to identify potential service-level risks.
• Monitor agent availability, productivity, attendance, schedule adherence, auxiliary
time, occupancy, and other relevant workforce metrics.
• Proactively identify developing operational risks and take appropriate real-time
actions to minimize service disruption.
Maintain operational ownership throughout the assigned shift, ensuring outstanding actions, escalations, and follow-ups are either completed or appropriately handed over to the incoming RTA.
How to Apply
Send your resume to rashika@devloit.com

Work arrangement
Yes