Workforce Management Analyst
Job Summary
Monitoring live operational conditions, the remote Workforce Management Real-Time Analyst will identify staffing and adherence risks, execute timely workforce actions, and collaborate with various teams to optimize service levels and align resources with customer demand.
Key responsibilities
- Monitor real-time performance indicators to identify intraday risks affecting service performance
- Execute approved intraday workforce actions, including overtime and schedule updates, to maintain service levels
- Provide timely updates to supervisors and teams regarding operational risks and necessary actions
Required qualifications
- Bachelor's degree or equivalent combination of education and experience
- 1+ years of experience in workforce management, real-time adherence, or related operations
- Experience with real-time monitoring of service levels and staffing in contact center environments
- Working knowledge of Verint, ACD dashboards, and Microsoft Excel
- Experience in multi-site or omnichannel service environments preferred
Complete Job Description
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