Operational Efficiency Specialist

Job Description

As a Workforce Management Real-Time Analyst, you play a vital role in ensuring service level agreements are met. Your primary responsibility is to actively monitor and manage call volumes, agent availability, and workload distribution in real-time.

Key aspects of your role include :

• Analyzing queues for adherence opportunities
• Implementing corrective actions to optimize operational efficiency via teams chats with functional areas
• Making rapid adjustments in a fast-paced environment to achieve optimal results

Key Responsibilities

Benefits

This role offers the opportunity to work in a dynamic environment where no two days are alike. You will have the chance to develop your skills and expertise in workforce management and make a tangible impact on our operations.

The ideal candidate will be highly organized, able to work effectively under pressure, and possess excellent communication skills.