About this role

Perform tactical work within Workforce management
Support various workforce management roles and tasks (Scheduling & Real Time)
Monitor and manage service level agreements
Conduct root cause analysis for SLA deviations and share insights with leadership
Manage and optimize non-productive activities and associates' breaks
Create and share reports as per business requirements (hourly, EOD & MTD reports)
Watch real time queues and make real time skilling changes
Manage Scheduling & real time mailbox
Respond to requests within targeted SLA
Assist operations with good schedules and coverage, meeting all KPIs
Effectively manage stakeholders

Minimum of 3 years call center experience
Minimum of 2 years of Workforce management scheduling and real time management experience

Senior Analyst, WFM

Key skills