Workforce Management Analyst
VirtualVocationsPlano, Texas, United Statesjob_description.job_card.30_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
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A company is looking for a Workforce Real-Time Analyst for a call center.
Key Responsibilities
Monitor real-time call volume, staffing, AHT, attendance, and schedule adherence
Manage intra-day staffing adjustments using WFM software and historical data
Maintain communication with call center and BPO vendor partners regarding scheduling needs
Required Qualifications
2+ years of experience in a call center environment
Experience with NICE IEX or similar workforce management software preferred
Flexible schedule with availability to work evenings and weekends
Knowledge of contact center operations and customer service
Ability to communicate effectively with vendors, operations, and leadership
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Workforce Analyst • Plano, Texas, United States
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