Workforce Optimization Specialist

Job Description

A Workforce Management Real-Time Analyst is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met.

This role requires analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Key Skills and Qualifications

• 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

Benefits

By working as a Workforce Management Real-Time Analyst, you will have the opportunity to :

Others

As a Workforce Management Real-Time Analyst, you will be part of a team that works closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.

You will also analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.

Additionally, you will utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.