Contact Center Workforce Management Analyst

Drive efficiency at our contact center as a Workforce Management Analyst, focused on maintaining exceptional Service Level Agreements. Use your skills to enhance intraday operations in a fast-evolving environment.

This role requires someone who can actively monitor agent performance and adjust staffing dynamically based on real-time demands. You will work closely with diverse teams to identify issues, communicate urgent updates, and optimize workforce utilization. Your role is essential for maintaining smooth operations and ensuring high-quality support.

Key Responsibilities:
• Monitor and assess agent performance across all channels
• Raise issues regarding agent compliance with managers
• Optimize agent routing and schedule adherence as necessary
• Collaborate with teams to resolve unexpected volume challenges
• Document all operational changes meticulously

Requirements:
• Proven experience in Workforce Manage...