Job Summary
A company is looking for a Workforce Real-Time Analyst for a call center.
Key Responsibilities
- Monitor real-time call volume, staffing, AHT, attendance, and schedule adherence
- Manage intra-day staffing adjustments using WFM software and historical data
- Maintain communication with call center and BPO vendor partners regarding scheduling needs
Required Qualifications
- 2+ years of experience in a call center environment
- Experience with NICE IEX or similar workforce management software preferred
- Flexible schedule with availability to work evenings and weekends
- Knowledge of contact center operations and customer service
- Ability to communicate effectively with vendors, operations, and leadership
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