Workforce Management Analyst

Job Summary

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

Key Responsibilities

• Monitor contact center performance to ensure service level agreements are met
• Utilize workforce management systems to track agent schedules and manage real-time staffing needs
• Proactively recommend staffing adjustments based on call volume trends

Required Qualifications

• High school diploma or equivalent required
• 2+ years of call center experience, including real-time management
• Strong experience with Workforce and ACD tools/systems
• Excellent knowledge of MS Windows, Excel, and Word
• Strong understanding of contact center operations