Track the real-time volume of incoming calls and corresponding handle times, addressing real-time issues to maintain SLAs.
Monitor call volume, agent availability, system outages, average speed to answer, and make real-time adjustments to staffing levels to optimize agent workload.
Identify issues requiring intervention and escalate to Contact Center leadership, providing necessary context for resolution.
Leverage historical and projected data to develop staffing schedules for CSAs across various LOBs.
Predict call volumes, create schedules that account for peak periods, holidays, and special events, and ensure compliance with company policies.
Collaborate with WFM Manager and LOB leadership to validate and finalize schedules.
Work closely with the WFM team to compile weekly trends and provide insights for improvement.
Support strategic planning and resource management by analyzing historical data, identifying optimization opportunities, and using predictive analytics to adjust forecasts based on business changes, marketing campaigns, seasonality, and other factors

Bachelor's degree
2 years of experience in workforce management roles, including real-time monitoring, forecasting, and scheduling within a contact center or customer service environment
Strong ability to analyze real-time and historical data to make quick and data-driven decisions
Proficiency in workforce management software and tools (preferred: Genesys)
Understanding of statistical methods and predictive analytics
High level of accuracy and attention to detail
Excellent written and verbal communication skills
Ability to identify issues and develop effective solutions
Ability to manage multiple tasks and prioritize effectively
Ability to work shifts, including evenings, weekends, and holidays, as needed
Ability to perform well under pressure and handle high-stress situations

Workforce Management Analyst

Key skills