Real Time Analyst This role ensures workforce planning, forecasting, and real‑time management align with the client’s operational goals and service level expectations. The position requires working hours aligned with the United States time zone to ensure seamless communication and collaboration across teams and stakeholders. Position Responsibilities Develop and maintain accurate forecasts for contact volume, staffing needs, and scheduling across multiple support channels. Create and manage agent schedules to ensure optimal coverage and adherence to service level agreements. Monitor real‑time performance and make intraday adjustments to maintain efficiency and responsiveness. Collaborate with client stakeholders and internal teams to align workforce strategies with business objectives. Analyze historical data to identify trends, improve forecasting accuracy, and support long‑term planning. Maintain and optimize workforce management systems and tools, ensuring data accuracy and usability. Generate and present regular reports on staffing, adherence, shrinkage, and overall performance metrics. Effectively manage transport logistics to ensure full shift utilization. Possess advanced Microsoft Excel skills for data analysis and operational reporting. Candidate Qualifications Diploma or degree in business, operations, or a related field preferred. Excellent command of the English language, both written and verbal. Minimum of 3 years of experience in workforce management or operations planning in a contact center. Strong analytical and problem‑solving skills with a data‑driven mindset. Proficiency in workforce management platforms and tools. Excellent communication and collaboration skills, with experience working across teams and with external clients. Preferred (Advantageous) Experience working on a U.S. campaign (especially telecom‑related). Compensation & Benefits Competitive starting compensation based on experience. Annual leave paid time off. Health benefits (medical insurance after probation, including general practitioners, chronic medication, basic dental and optical care, emergency services). Career growth opportunities and internal promotions. Paid training while earning a salary. Positive work environment and collaborative culture. Casual dress code. Physical Requirements The job operates in a professional office environment. The employee will be largely sedentary and will be required to sit or stand for long periods while using a computer and telephone headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally need to move about the office to accomplish tasks, reach in any direction, and lift or move objects up to forty (40) pounds. Conditions of Employment Must be authorized to work in the country where the job is based. Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. Equal Opportunity Employer MCI embraces differences and is committed to a diverse and equal opportunity work environment. All aspects of employment are based solely on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements and will provide reasonable accommodations to qualified employees who have protected disabilities. #J-18808-Ljbffr