Analyst, WFM Real Time Management
Core
Real-time monitoring and management of call center labor resources, queue settings, and system escalations to ensure service level goals are met.
Role type
Workforce Management Analyst (Real-Time)
Builds
Real-time labor allocation, queue configurations, and incident response for inbound/outbound call centers.
Domain
Contact Center Operations / Workforce Management
Required skills
Workforce Management (WFM) tools, Automatic Call Distribution (ACD) platforms, real-time monitoring, queue management, labor forecasting, incident escalation, statistical analysis, Microsoft Office
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 escalations and coordinate global inbound/outbound system issues; Monitor call volume and labor resources to meet client goals; Adjust queue, DNIS priority, and holdout settings; Analyze statistical data to reforecast demand and staffing; Review and process time-off requests in real-time; Monitor service levels 24/7/365 across all sites.
Seniority
Mid-level, hands-on IC
