Dynamic Workforce Optimizer

As a Workforce Management Professional, you will be responsible for ensuring that service level agreements are met by actively monitoring and managing call volumes, agent availability, and workload distribution in real-time.

This role requires strong analytical skills to interpret data and make informed decisions quickly, as well as excellent communication skills to collaborate with operations teams and escalate issues effectively.

The ideal candidate will have the ability to work under pressure and make rapid adjustments in a fast-paced environment, analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

You will also be responsible for generating real-time reports on key metrics like call volume, average handle time, and service level attainment, working closely with operations managers to identify and address operational challenges.

Additional responsibilities include identifying trends, analyzing real-time data to proactively address potential issues, and escalating critical issues to relevant stakeholders when necessary.

To be successful in this role, you will need proficiency in workforce management software and tools, an understanding of contact center operations and key performance metrics, and the ability to shift between day and night shifts as required.

We are seeking a highly skilled and experienced individual who can provide insights to improve scheduling strategies, contribute to a dynamic team, and drive business growth through effective workforce management.