Workforce Management Analyst

Marshall County, WV - USA

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

This is a remote position.

Role: Workforce Management Analyst

Location: Remote

Contract

Job Description:

Responsibilities

Monitor and manage real-time call center performance including call volumes AHT staffing levels and service levels across all queues to ensure targets are met.

Analyze intraday trends in call arrival patterns handle times and agent availability to make proactive adjustments and maintain operational efficiency.

Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.

Track and report key intraday metrics including service level occupancy shrinkage and adherence providing timely updates and insights to leadership.

Identify and escalate deviations from forecast or schedule recommending immediate actions to mitigate service impacts.

Monitor agent schedule adherence and productivity promptly communicating non-adherence and performance concerns to team leaders.

Coordinate with operations and support teams to plan and manage offline activities (training meetings coaching) without compromising service level goals.

Maintain accurate schedule data by entering exceptions managing schedule changes and responding to ad hoc scheduling requests.

Perform intraday analysis and root-cause evaluation for service level misses system issues or unexpected volume fluctuations.

Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.

Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.

Assist in developing and refining real-time procedures tools and reporting dashboards to enhance visibility and decision-making.

Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management.

Perform other related duties as assigned supporting the WFM teams mission to deliver optimal customer and employee experiences

Requirements

Experience and Qualifications Workforce Management Real-Time Analyst

3 years of contact center experience in a Workforce Management (WFM)-driven environment with a strong understanding of real-time operations and service delivery.

Hands-on experience with Workforce Management tools such as Verint Aspect Calabrio or Zoom WFM.

Proficiency with telephony platforms such as Five9 Genesys NiCE TalkDesk or Zoom Contact Center.

Excellent communication and interpersonal skills with the ability to collaborate effectively across teams and influence positive outcomes.

Strong analytical and mathematical aptitude with the ability to interpret data and translate insights into actionable recommendations.

Demonstrated problem-solving and troubleshooting skills especially in fast-paced dynamic environments.

Highly organized and detail-oriented with strong time management and multitasking abilities.

Team-oriented mindset with a proven ability to work collaboratively toward shared goals supporting peers and leaders as needed.

Flexible and adaptable able to adjust quickly to changing business priorities intraday conditions and system or staffing challenges.

Positive can-do attitude with a strong desire to contribute learn and help others succeed.

Thrives under pressure maintaining focus and professionalism while meeting deadlines and service objectives.

Commitment to continuous improvement embracing feedback and new processes to enhance efficiency and service quality.

Benefits

Job Description:

Note: This individual selected will be required to work 12:00 pm to 9:00 pm ET Monday through Friday and 9:00 am to 5:00 pm on Saturdays. The schedule will include Sundays off as well as one day off during the week either Tuesday Wednesday or Thursday.

Required Skills:

Zoom workforce

This is a remote position.Role: Workforce Management AnalystLocation: RemoteContract Job Description:Responsibilities Monitor and manage real-time call center performance including call volumes AHT staffing levels and service levels across all queues to ensure targets are met. Analyze...