Real Time Workforce Analyst
Job Summary
Monitoring daily staffing levels, the full-time Real Time Workforce Analyst will manage employee call-offs, respond to real-time staffing needs, and produce performance reports while working remotely.
Key responsibilities
- Monitor and manage daily staffing levels and employee call-off reporting
- Track and communicate intraday variations in volume and staffing projections
- Produce routine and non-routine reports on contact center performance and trends
Required qualifications
- Associate degree or equivalent required
- Minimum of 2 years of experience in a contact center environment
- Proficiency in Microsoft Suite programs, particularly Excel
- Ability to use data analytics to drive operational performance
- Experience with workforce management tools/applications preferred
Complete Job Description
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