Workforce Management Analyst

Job Summary

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

Key Responsibilities

• Perform real-time monitoring of queue metrics and contact center staff performance to ensure service levels are met
• Utilize real-time resource allocations and escalate staffing requests as necessary
• Prepare and communicate performance trends and insights to senior workforce management multiple times per day

Required Qualifications

• Bachelor's degree and 2 - 4 years of related experience
• Equivalent experience may be considered
• Preferred experience in managing and engaging workforce-related teams
• Preferred experience with Excel, IEX, CMS, and AWS
• Knowledge of workforce management techniques and tools