Job Summary
A financial technology company is searching for a person to fill their position for a Remote Workforce Management Real Time Analyst in Portland.
Must be able to:
- Monitor intraday forecast vs. actuals, adjust queuing, staffing, and schedules throughout the day, as required
- Provide post-day summary and analysis on prior days to determine key drivers and impacts
- Provide communication to and from Operations and other support departments for escalation of service-impacting issues
Qualifications for this position include:
- Experience in a contact center environment with knowledge of common contact center statistics and technology
- Experience managing real-time operations and making adjustments in real time
- Working knowledge of SQL, Tableau, Hyperion or other BI and modeling tools
- 2+ years experience utilizing Workforce Management products (Teleopti, Avaya, NICE, Aspect) and working in a Workforce Analyst role
- Experience and interest in using GSuite products (Docs, Sheets, Calendar, Gmail), Slack, MS Office (specifically Excel)
