[Hiring] WFM Real Time Analyst @ClearSource BPO

Role Description

Step into a high-impact role where your sharp eye and quick decisions drive performance. As a WFM Real-Time Analyst, you'll be the pulse of our operations—monitoring live queues across all channels, tracking agent attendance and adherence in real time, and helping us hit our service goals with precision and consistency.

• Monitoring call queues and agent statuses in real time, facilitating swift communication and action across teams.
• Managing real-time scheduling updates and approving off-phone activities using WFM scheduling tools to ensure optimal resource alignment throughout the day.
• Generating, validating, and analyzing performance and staffing reports, and making data-driven recommendations to optimize productivity and meet billability targets.
• Ensuring timely and accurate reporting, with updates delivered throughout the day to support strategic decisions and operational visibility.
• Supporting the implementation of new WFM technologies, helping drive innovation and continuous improvement across the function.
• Leading weekly meetings and delivering WFM onboarding sessions for new hires, promoting understanding of tools, metrics, and real-time practices.
• Taking initiative to support additional tasks and responsibilities as needed; flexibility and problem-solving are essential in this evolving environment.

Qualifications

• At least 2 years of college education, preferably with a background in Computer Science, Mathematics, Analytics, Project Management, or Business Administration.
• Proficient in Microsoft Office Suite, especially Excel (pivot tables, formulas, reporting tools).
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to thrive in a fast-paced, real-time environment and collaborate across global teams.

Benefits

• Competitive salary – Get paid for doing what you love!
• Medical and dental insurance (with free dependent coverage!).
• Group life insurance for peace of mind.
• Paid time off (PTO) – Because work-life balance matters.
• Outstanding career growth opportunities – Learn, advance, and develop your career.
• A fun, innovative, and energetic team culture – Be part of a company that values its employees.
• Skills and leadership development to help you reach your full potential.
• Free meal for onsite employees.

Company Description

At ClearSource, our mission is simple: Making Lives Better—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do:

• Customer First – We are obsessed with delivering an exceptional customer experience.
• Personal Accountability – We do the right thing and own our actions.
• Humble Courage – We embrace feedback, seek growth, and push ourselves to improve.
• Hungry – We bring passion, energy, and drive to everything we do.
• Happy & Healthy – We believe in balance, well-being, and a positive workplace.

If these values resonate with you, this is your chance to join a fast-growing, high-performing team!