WFM – Real Time Analyst


Bangalore, IN
  • Job Type: Full-Time
  • Function: Business Intelligence
  • Post Date: 02/19/2021
  • Website:
  • Company Address: 600 W. Chicago Avenue Suite 400, Chicago, IL, 60654

About Groupon

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime.

Job Description

The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. They work closely with Operations, calling out non-adherent events via email so that non-adherent agents can be directed back toward to their scheduled event. Workforce Management Real Time Analyst also monitor agent contact handling behaviors in real-time, calling out events such as handle (or wrap time for our live channels) which exceeds defined thresholds. They watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting targeted standards as defined by the Head of Workforce Management.

The Real Time Analyst also provides real-time feedback to Workforce- and Operations Management teams on the status of the campaign. Real Time Analyst’s may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements.

Key Responsibilities

  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations over email..
  • Track the everyday attendance and provide recommendations for understaffing and overstaffing.
  • Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign
  • Inform Operations management so decisions can be made regarding OT,  off-phone/chat activities with up-to-the-minute daily statistics.
  • Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime
  • Review and analyze contact arrival patterns and provide recommendations to improve customer practice.
  • Ensure data integrity within the WFM system.
  • Capture, store and report on historical statistics.
  • Provide historical reporting compilation as required by the campaign
  • Produce and review reports; recommend productivity and efficiency improvements.


  • Bachelor’s degree in any stream is a must.
  • Statistic and mathematical proficiency.
  • 2 to 3 years workforce management experience using WFM software. NICE WFM (IEX) scheduling system experience preferred.
  • 2 to 3 years experience using Excel with intermediate to advanced knowledge of formula definitions along with data analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level and forecast accuracy).
  • Experience in Reporting or Management Information Systems (MIS) preferred.
  • Desire to participate in an active, hands-on work environment.
  • Excellent written and verbal communication skills, English.
  • Strong organizational skills.

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here for the latest Groupon news. Plus, be sure to check out the values that shape our culture, guide our strategy and make our company a great place to work. And just don’t take our word for it. Hear from real Groupon team members and learn more about our inclusive employee groups. If all of this sounds like something that’s a great fit for you, then click apply and let’s see where this takes us. 


Groupon is an Equal Opportunity Employer

Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon’s Ethics Reporting Service Ethicspoint.

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This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.