Workforce Management Analyst

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