Workforce Management Analyst
Virtual Vocations Inc
Performing real-time analytics to monitor contact center call traffic, the full-time Workforce Management Analyst will analyze complex metrics, ensure operational targets are met, and predict resource demands while working remotely. Key responsibilities Monitor queue metrics and contact center staff performance to achieve service levels and enhance customer experience Utilize real-time resource allocations and escalate staffing requests as needed Prepare and communicate insights and action plans regarding performance metrics multiple times daily to senior management Required qualifications Bachelor's degree and 2-4 years of related experience, or equivalent experience Experience with Workforce Management platforms preferred Ability to work flexible hours between 7:00 AM and 11:00 PM EST Experience in managing and engaging workforce-related teams is preferred Proficiency in analyzing key business indicators such as service level metrics and productivity
Vacancy posted 3 days ago
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