Workforce Real-Time Management Analyst II
Core
Performs real-time analytics to monitor contact center call traffic, reflect operational targets, and predict resource demands to ensure service levels and customer experience.
Role type
Workforce Real-Time Management Analyst
Builds
Real-time operational adjustments and staffing plans for contact center operations
Domain
Healthcare / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Real-time queue metrics monitoring, resource allocation, scheduling adherence tracking, performance reporting, business indicator analysis, stakeholder communication
Preferred skills
Workforce Management platform experience, team motivation and engagement
Technologies
Workforce Management platforms, internal contact center systems, reporting tools
Responsibilities
Monitor queue metrics and staff performance in real-time, allocate resources and prioritize channels, partner with forecasting groups, drive adherence to schedules, communicate performance trends to leadership, act as primary contact for scheduling issues, run scheduled and ad-hoc reports, optimize monitoring tools for efficiency
