Trainee Workforce Management
Core
Entry-level role supporting real-time monitoring of Contact Center BPO performance to ensure service levels, adherence, and productivity goals are met.
Role type
Trainee Real-Time Workforce Management
Builds
Operational efficiency in luxury retail contact centers
Domain
Luxury retail / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Analytical skills, Attention to detail, MS Excel/Google Sheets proficiency, Basic computer literacy
Preferred skills
Understanding of WFM metrics (Service Level, AHT, Occupancy), Data analysis background, Knowledge of reporting tools (Power BI, Tableau)
Responsibilities
Monitor real-time performance across voice, chat, and email channels; Track agent schedules and analyze intraday trends; Prepare and update performance trackers and dashboards; Manage schedule exceptions and attendance logs; Shadow experienced Real-Time Analysts for decision-making protocols
Seniority
Entry-level / Trainee
