Real-Time Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst (Real Time Analyst).

Key Responsibilities

• Monitor real-time call volume and staffing, ensuring adherence to schedules
• Update and maintain employee and team data in workforce management software
• Alert management on threshold violations and report on agent schedule adherence

Required Qualifications

• 1 to 2 years of work experience in a contact center (BPO) environment preferred
• High School Diploma/GED
• Solid knowledge of Call Center Metrics and Workforce Management policies
• Proficiency in computer applications, including MS Office Suite
• Flexibility to work in a 24x7 environment and adapt to changes