Real-Time Workforce Analyst

Workforce Management Job Description

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This role involves monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. The key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via teams chats with functional areas.

Key Responsibilities :

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• Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.

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Required Skills : ">

The ideal candidate will possess 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, and understanding of contact center operations and key performance metrics.