Workforce Management Analyst
Job Summary
Working remotely, the full-time Workforce Management Real-Time Analyst will monitor live operational conditions, identify intraday staffing risks, and execute timely workforce actions to ensure optimal service performance.
Key responsibilities
- Monitor real-time performance indicators such as queues, volumes, and service levels to identify intraday risks
- Execute approved intraday workforce actions including overtime and schedule updates based on operational needs
- Provide timely updates to supervisors and cross-functional teams regarding risks and potential impacts on service performance
Required qualifications
- Bachelor's degree or equivalent combination of education and experience
- 1+ years of experience in workforce management, real-time adherence, or contact center operations
- Experience with monitoring service levels and staffing in real-time operational environments
- Familiarity with Verint, ACD dashboards, and Microsoft Excel
- Experience in multi-site or omnichannel service environments preferred
Complete Job Description
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