Workforce Management Real-Time Analyst
Core
Monitor real-time contact center performance, manage intraday staffing adjustments, and ensure adherence to service level agreements (SLAs) to maintain operational efficiency.
Role type
Workforce Management Real-Time Analyst
Builds
Contact center service levels and operational efficiency
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
ACD queue monitoring, WFM tools, forecasting, data analysis, Microsoft Excel (pivot tables, formulas), incident escalation, reporting generation
Preferred skills
Bachelor's degree, 1+ years contact center experience, mathematical skills, Microsoft Office Suite proficiency
Responsibilities
Monitor ACD queues and performance metrics to ensure SLA adherence; Use WFM tools to forecast and adjust staffing plans proactively; Initiate system checks and escalate critical issues; Generate and distribute start-of-day and end-of-day reports; Recommend process enhancements based on operational insights; Support special projects as assigned
