Workforce Management Analyst

A company is looking for a Workforce Management Real-Time Adherence Analyst (Remote in USA).

Key Responsibilities

Continuously monitor call volumes, agent status, and queue lengths to identify potential issues

Proactively adjust agent schedules in real-time based on call volume fluctuations

Generate real-time reports on key metrics and collaborate with operations managers to improve scheduling strategies

Required Qualifications

Strong analytical skills to interpret data using Excel and other analytical tools

Proficiency in workforce management software and tools

Understanding of contact center operations and key performance metrics

Ability to work under pressure and make rapid adjustments in a fast-paced environment

Excellent communication skills to collaborate effectively with operations teams