Real-Time Workforce Analyst
Virtual Vocations Inc
To ensure optimal alignment between staffing and contact center demand, the full-time Real-Time Workforce Analyst will monitor real-time performance metrics, implement corrective actions, and communicate insights while working remotely. Key responsibilities Monitor real-time performance against key metrics and implement corrective actions to achieve service level targets Drive real-time adherence and communicate risks impacting service performance to Operations leadership Perform intraday trend analysis and provide actionable recommendations to the broader Workforce Management team Required qualifications Minimum 5 years of experience in a contact center environment Minimum 3 years of experience in Workforce Management, specifically in Real-Time roles High School Diploma or GED required; Bachelor's degree preferred Advanced Excel skills for data analysis and trend analysis Understanding of Erlang-based staffing principles and key Workforce Management drivers
Vacancy posted 13 hours ago
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