Job Summary
A company is looking for an Associate Workforce Management Analyst.
Key Responsibilities
- Monitor real-time adherence, volumes, and KPIs, communicating outliers and trends to stakeholders
- Update agent schedules based on time-off requests and necessary adjustments
- Prepare and deliver reports on agent adherence, staffing, and contact volume metrics
Required Qualifications
- At least 2+ years of experience in Customer Service, Support, or real-time analyst roles
- Proven ability to thrive in a dynamic, results-oriented environment
- Demonstrated technical proficiency with contact center software and workforce management tools
- Operational and analytical expertise with an understanding of call center KPIs and metrics
- Strong Microsoft Office skills, especially in Excel
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