Workforce Management Analyst

Coppell, TX - USA

Monthly Salary: Not Disclosed

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Summary:

We are seeking a proactive Workforce Management Real Time Analyst to optimize contact center performance. This role is crucial for real-time monitoring of service levels and agent productivity acting as a primary point of contact for leadership on scheduling skilling and queue health.

Note: This role requires a specific schedule:

Monday - Friday: 12:00 pm - 9:00 pm ET
Saturdays: 9:00 am - 5:00 pm ET
Includes Sundays off and one additional weekday off (Tuesday Wednesday or Thursday).

Key Responsibilities:

Monitor and manage real-time contact center metrics (call volumes AHT service levels) across all queues.
Analyze intraday trends to make proactive adjustments to routing and skill assignments.
Track and report on key intraday metrics providing insights to leadership.
Identify deviations recommend immediate actions and monitor agent adherence/productivity.
Coordinate offline activities and maintain accurate schedule data.
Perform root-cause analysis for service level misses and collaborate on future planning.
Communicate actionable recommendations to operations leaders.

Required Experience & Qualifications:

3 years in a WFM-driven contact center environment with strong real-time operations experience.
Hands-on experience with WFM tools (e.g. Verint Aspect Calabrio Zoom WFM).
Proficiency with telephony platforms (e.g. Five9 Genesys NiCE TalkDesk Zoom Contact Center).
Excellent communication analytical and problem-solving skills.
Highly organized detail-oriented and adaptable to fast-paced environments.
Team-oriented with a positive attitude and commitment to continuous improvement.

Job Summary: We are seeking a proactive Workforce Management Real Time Analyst to optimize contact center performance. This role is crucial for real-time monitoring of service levels and agent productivity acting as a primary point of contact for leadership on scheduling skilling and queue health. ...