Workforce Traffic Controller

Job Summary

A company is looking for a Workforce Traffic Controller I.

Key Responsibilities

• Process adjustments to current schedules and monitor real-time reports to ensure service levels are met
• Make decisions to re-skill agents and monitor call volume trends to manage staffing effectively
• Collaborate with the Workforce Analyst to handle call spikes and manage system outages

Required Qualifications

• Experience with AWS, IEX, or Avaya
• Ability to monitor adherence and identify staffing gaps
• Experience in call center operations and scheduling
• Basic clerical skills for handling departmental tasks
• Understanding of workforce management principles