Workforce Specialist
Core
Monitor live call volumes and reallocate agents to ensure SLA, AHT, and occupancy targets are met while providing intraday reports and supporting VIP/IROPS coverage.
Role type
Workforce Specialist (Operations)
Builds
Real-time agent allocation and operational reporting for travel and hospitality clients
Domain
Travel and Hospitality / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Analytical skills, quick decision-making, proficiency in workforce tools (Talkdesk, Salesforce), adaptability in high-volume environments
Preferred skills
Experience in travel and hospitality operations
Technologies
Talkdesk, Salesforce
Responsibilities
Monitor live volumes, reallocate agents, ensure SLA/AHT/occupancy targets, provide intraday reports, escalate risks, support VIP and IROPS coverage
Seniority
Individual Contributor
