Analyst, WFM Real Time Management
Core
Real-time monitoring and management of call center operations, including troubleshooting system escalations, managing labor resources, and ensuring service level goals are met across global inbound/outbound channels.
Role type
Workforce Management (WFM) Real-Time Analyst
Builds
Operational stability and efficiency for global call centers
Domain
Business Services / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce Management (WFM) tools, Automatic Call Distribution (ACD) platforms, statistical analysis, real-time resource allocation, incident management, queue management, Microsoft Office proficiency
Preferred skills
Financial impact analysis of operational decisions, multi-skill routing concepts, offshore helpdesk coordination
Technologies
Aspect/IEX, InContact, Oracle, ACD platforms
Responsibilities
Troubleshoot Tier 1/2 system escalations and coordinate global call routing issues; Monitor call volume and labor resources to meet client goals; Analyze statistical information to reforecast demand and staffing; Implement queue and DNIS priority adjustments; Review and process time-off requests in real-time; Monitor service levels 24/7/365 across all sites.
Seniority
Mid-level, hands-on IC
