WFM Real-Time Analyst

Job Summary

A company is looking for a WFM Real-Time Analyst.

Key Responsibilities

• Support Contact Center Workforce Management processes for forecasting, scheduling, and reporting analytics
• Monitor and analyze call volumes versus available staff to optimize resource schedules
• Maintain and update agent schedules and resource assignments to ensure optimal coverage

Required Qualifications

• Prior medium to large call-center experience required
• Prior WFM administrative and real-time scheduling support experience
• High school diploma or GED equivalent required; college degree preferred
• Experience with WFM platforms preferred (e.g., Five9/VO, NICE InContact)
• 3+ years of experience in the field or a related area