Optimizing Call Center Efficiency

Workforce Management Analyst

Our organization seeks a skilled Workforce Management Analyst to join our team. As a key member of the operations team, you will be responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time.

Key responsibilities include analyzing queues for adherence opportunities, taking corrective actions to optimize operational efficiency, and collaborating with operations teams to identify and address operational challenges.

• Real-time monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.
• 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.