Workforce Management Analyst

Job Summary

A company is looking for a Workforce Real-Time Management Analyst I.

Key Responsibilities

• Perform real-time monitoring of queue metrics and contact center staff performance to ensure service level expectations are met
• Assist with managing real-time responses to events and incidents, escalating to appropriate teams when necessary
• Create scheduled and ad-hoc reports on various performance metrics and process new hire profiles in the workforce management tool

Required Qualifications

• Bachelor's degree and 0 - 2 years of related experience, or equivalent experience
• Preferred experience as a project lead handling large projects in a similar domain
• Preferred experience with Excel, IEX, CMS, and AWS