Workforce Management Analyst
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Job Location:
Coppell, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Workforce Management Analyst
Job Location: Coppell TX
Job Type: Contract
Job Description:
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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.
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Analyze intraday trends in call arrival patterns handle times and agent availability to make proactive adjustments and maintain operational efficiency.
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Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.
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Track and report key intraday metrics including service level occupancy shrinkage and adherence providing timely updates and insights to leadership.
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Identify and escalate deviations from forecast or schedule recommending immediate actions to mitigate service impacts.
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Monitor agent schedule adherence and productivity promptly communicating non-adherence and performance concerns to team leaders.
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Coordinate with operations and support teams to plan and manage offline activities (training meetings coaching) without compromising service level goals.
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Maintain accurate schedule data by entering exceptions managing schedule changes and responding to ad hoc scheduling requests.
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Perform intraday analysis and root-cause evaluation for service level misses system issues or unexpected volume fluctuations.
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Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.
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Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.
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Assist in developing and refining real-time procedures tools and reporting dashboards to enhance visibility and decision-making.
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Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management.
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Perform other related duties as assigned supporting the WFM teams mission to deliver optimal customer and employee experiences.
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
