Workforce Management Analyst
Virtual Vocations Inc
Monitoring live operational conditions, the remote Workforce Management Real-Time Analyst will identify staffing and adherence risks, execute timely workforce actions, and collaborate with various teams to optimize service levels and align resources with customer demand. Key responsibilities Monitor real-time performance indicators to identify intraday risks affecting service performance Execute approved intraday workforce actions, including overtime and schedule updates, to maintain service levels Provide timely updates to supervisors and teams regarding operational risks and necessary actions Required qualifications Bachelor's degree or equivalent combination of education and experience 1+ years of experience in workforce management, real-time adherence, or related operations Experience with real-time monitoring of service levels and staffing in contact center environments Working knowledge of Verint, ACD dashboards, and Microsoft Excel Experience in multi-site or omnichannel service environments preferred
Vacancy posted 4 days ago
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