Workforce Real-Time 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
• Utilize real-time resource allocations and prioritize channels as necessary
• Prepare and communicate performance insights and action plans to senior management

Required Qualifications

• Bachelor's degree required
• 2 - 4 years of related experience preferred
• Experience with workforce management techniques preferred
• Equivalent experience may be considered
• Experience in managing and engaging workforce-related teams preferred