Workforce Management Traffic Analyst
Share
Job Location:
Monthly Salary:
Posted on:
07-11-2025
Vacancies:
1 Vacancy
Job Summary
Responsible for monitoring queue performance for assigned projects or sites the Traffic Analyst evaluates Contact Center capacity and recommends adjustments to ensure optimal staffing levels throughout the day in accordance with service objectives and financial targets. This role involves analysing data updating forecasts supporting Real-Time Analysts and collaborating with operations leaders to address staffing needs and optimize workforce efficiency ensuring timely corrective actions are taken.
Responsabilities
- Monitor real-time employee productivity and adherence to schedules identify opportunities to enhance performance and share insights with operational leaders to promote the achievement of KPI targets.
- Maintain an accurate view of intraday supply versus forecasted demand by processing schedule exceptions and shrinkage requests using WFM systems for the assigned account (e.g. NICE IEX Aspect eWFM or similar).
- Maintain an accurate intra-day forecast and recommend extra hours/overtime voluntary time off/furlough or schedule adjustments to address anticipated variances in supply or demand.
- Collaborate with WFM Intraday Management Real-Time Analysts and Operations as applicable to process schedule or skill changes adjust staffing levels and address queue fluctuations to meet service objectives.
- Distribute real-time performance reports to stakeholders highlighting key metrics trends opportunities and recommended or implemented actions.
- Analyze historical data to identify patterns and recommend improvements for future staffing and scheduling strategies.
- Lead discussions to review prior-day performance and establish a revised plan for upcoming intervals.
- Initiate incident management communications with leadership and client WFM and/or Business Partners during system issues extreme volume fluctuations or site outages.
- Perform additional duties as assigned.
- Works closely with WFM Real-Time Analysts Planners/Schedulers and Business Partners to ensure seamless collaboration. Provides mentoring and guidance to Real-Time Analysts. Maintains frequent communication with client and operational management including operational and general managers to discuss performance updates and align on daily and weekly performance strategies.
Requirements
- Advanced conversational English
- Flexible schedule
- Availability to work remotely and on-site
- Experience with Google Sheets and Excel
- Experience as a leader and team player
Required Experience:
IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
COVID-19 presents an unprecedented and challenging situation for all of us. At Conduent, our top priority is to protect our associate base and the communities where we live and work, while continuing to serve and help our clients at a time when they need us most. We’d like to thank ev ... View more
