Workforce Management Analyst

Job Summary

A company is looking for a Workforce Real-Time Management Analyst II.

Key Responsibilities

• Perform real-time monitoring of queue metrics and contact center staff performance to achieve service levels
• Utilize real-time resource allocations and escalate staffing requests as needed
• Prepare and communicate performance trends and insights to senior workforce management multiple times daily

Required Qualifications

• Bachelor's degree required
• 2 - 4 years of related experience or equivalent experience
• Preferred experience in managing and engaging workforce-related teams
• Knowledge of real-time monitoring tools and workforce management techniques
• Ability to analyze complex contact center metrics