Contact Center Workforce Optimization Specialist

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Job Overview

A Workforce Management Analyst plays a pivotal role in ensuring the optimal performance of contact centers by actively monitoring call volumes, agent availability, and workload distribution in real-time. Their primary objective is to maintain service level agreements by adjusting schedules and agent assignments as needed throughout the day based on live data.

Key Responsibilities :

• Real-time Monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues and take corrective actions promptly.
• Staffing Adjustments : Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Break Management : Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Adherence Monitoring : Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Performance Reporting : Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaboration with Operations Team : Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
• Identifying Trends : Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalation Management : Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
• System Management : Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Requirements

Strong analytical skills to interpret data and make informed decisions quickly

Excellent communication skills to collaborate with operations teams and escalate issues effectively

Ability to work under pressure and make rapid adjustments in a fast-paced environment

Proficiency in workforce management software and tools

Understanding of contact center operations and key performance metrics

Roles and Responsibilities include Real-time monitoring, Staffing adjustments, Break management, Adherence monitoring, Performance reporting, Collaboration with operations team, Identifying trends, Escalation management, and System management

Required Skills Include Strong analytical skills, Excellent communication skills, Ability to work under pressure, Proficiency in workforce management software, and Understanding of contact center operations

This position requires a strong understanding of contact center operations, excellent communication skills, and the ability to work under pressure

The ideal candidate will possess strong analytical skills, excellent communication skills, and the ability to work under pressure in a fast-paced environment

We are seeking a skilled Workforce Management Analyst to join our team who can analyze data, make informed decisions, and communicate effectively with operations teams