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Job Description Intraday / Workforce Management Analyst Key Responsibilities: Manage real-time intraday contact center operations and workforce performance. Monitor queues, SLAs, service levels, and operational KPIs. Track and manage schedule adherence, occupancy, and staffing levels. Handle exceptions, operational escalations, and real-time performance issues. Monitor and optimize call routing and skills-based routing. Support workforce scheduling and capacity planning activities. Analyze contact center KPIs and identify performance gaps. Coordinate with operations and relevant stakeholders for timely issue resolution. Required Skills & Tools: NICE IEX Verint Genesys Cloud Avaya CMS Cisco CUIC Microsoft Excel Power BI Basic SQL Basic Strong analytical, communication, problem-solving, and decision-making skills. similar role within an insurance industry contact center. Strong understanding of IEX (Interactive experience) platform and its applications in WFM (Workforce Management). Proficiency in RTA (Real-Time Analysis) tools such as Verint or similar systems. .