• Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence • Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions • Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization • Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes • Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity • Identify and communicate adherence risks or behavioral trends impacting service performance • Perform intraday trend analysis of volume, handle time, and volume drivers • Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team • Maintain intraday reporting and status updates on performance, risks, and mitigation actions • Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms • Validate schedule integrity, staffing levels, and ring/skill group assignments