Real-Time Workforce Analyst

Job Summary

To ensure optimal alignment between staffing and contact center demand, the full-time Real-Time Workforce Analyst will monitor real-time performance metrics, implement corrective actions, and communicate insights while working remotely.

Key responsibilities

• Monitor real-time performance against key metrics and implement corrective actions to achieve service level targets
• Drive real-time adherence and communicate risks impacting service performance to Operations leadership
• Perform intraday trend analysis and provide actionable recommendations to the broader Workforce Management team

Required qualifications

• Minimum 5 years of experience in a contact center environment
• Minimum 3 years of experience in Workforce Management, specifically in Real-Time roles
• High School Diploma or GED required; Bachelor's degree preferred
• Advanced Excel skills for data analysis and trend analysis
• Understanding of Erlang-based staffing principles and key Workforce Management drivers