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Workforce Management Analyst

10/4/2025

No location specified

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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