WFM Real Time Analyst

Job Summary

A company is looking for a WFM Real Time Analyst to monitor call center operations and ensure service level targets are met.

Key Responsibilities

• Monitor real-time agent schedule adherence and call activity to ensure availability
• Make staffing adjustments to meet call center service level targets and process scheduling changes
• Facilitate new hire training and provide ongoing education on the Telephony system

Required Qualifications

• High School Diploma or GED
• Two years of call center experience or related experience with telephony/WFM systems, or a Bachelor's Degree in a relevant field
• Demonstrated proficiency in Excel, Word, and Outlook
• Experience with training or presenting
• Ability to multi-task and manage time effectively