Workforce Management Analyst
United States
Full Time
4 days ago
$25 - $47 USD
H1B Sponsor
Key skills
CloudTime Management
About this role
Role Overview
- Monitors call volume demand in real time and flexes workforce accordingly
- Ensures best possible call center service levels are achieved to maximize utilization
- Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules
- Schedules activities around forecasted call patterns
- Updates schedules to ensure WFM system provides statistical staffing requirements based on current staffing availability
Requirements
- Requires a H.S. diploma or equivalent
- Minimum of 2 years’ call center operations experience
- Real-time management experience in a centralized call center environment (preferred)
- Working knowledge of WFM platform(s) (NICE IEX and Genesys Cloud) (preferred)
- Strong knowledge of Microsoft applications (Word, Excel, PowerPoint)
Tech Stack
- Cloud
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution