Remote Real-Time Analyst

Job Summary

A company is looking for a Remote Analyst, WFM Real Time.

Key Responsibilities

• Monitor real-time performance against key metrics and implement corrective actions
• Drive adherence to minimize unplanned shrinkage and ensure delivery of planned capacity
• Perform intraday analysis and provide actionable recommendations to Operations and WFM teams

Required Qualifications

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