Workforce Management Analyst
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Job Summary
Performing real-time analytics to monitor contact center call traffic, the full-time Workforce Management Analyst will analyze complex metrics, ensure operational targets are met, and predict resource demands while working remotely.
Key responsibilities
- Monitor queue metrics and contact center staff performance to achieve service levels and enhance customer experience
- Utilize real-time resource allocations and escalate staffing requests as needed
- Prepare and communicate insights and action plans regarding performance metrics multiple times daily to senior management
Required qualifications
- Bachelor's degree and 2-4 years of related experience, or equivalent experience
- Experience with Workforce Management platforms preferred
- Ability to work flexible hours between 7:00 AM and 11:00 PM EST
- Experience in managing and engaging workforce-related teams is preferred
- Proficiency in analyzing key business indicators such as service level metrics and productivity
Complete Job Description
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