Workforce Management Analyst

Job Summary

A company is looking for a Real Time Analyst in Workforce Management.

Key Responsibilities

• Manage and revise forecasts to meet Service Level Agreements
• Ensure proper scheduling and adherence of agents, including breaks and training management
• Monitor support queues for volume buildups and provide root cause analysis for response time dips

Required Qualifications

• 3+ years of experience in a contact center environment
• 2+ years of experience in a Workforce Management role
• Strong proficiency in Excel/Google Sheets and comfortable with data analysis
• Experience in creating reports and automations, with knowledge of workforce management principles
• Ability to conduct thorough root cause analysis and implement effective resolutions