Senior Real Time Adherence AnalystVirtualVocations • Jackson Heights, New York, United States
Senior Real Time Adherence Analyst
VirtualVocations • Jackson Heights, New York, United States
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A company is looking for a Senior Real Time Adherence Analyst, responsible for maximizing agent productivity and supporting workforce management in a call center environment.
Key Responsibilities
Support workforce management by identifying schedule gaps and approving PTO
Adjust intraday forecasts and monitor real-time queue performance
Produce and analyze attendance and intra-day reports to recommend staffing adjustments
Required Qualifications
Bachelor's Degree in Business Management or related field
3 - 5+ years of Call Center experience in workforce management
1+ year experience with workforce management systems like Verint or Genesys WFO
Proficient in Excel with advanced skills in reporting and data analysis
Ability to manage multiple tasks / projects with conflicting priorities
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