Job Description
Roles & Responsibilities
- Monitor real-time agent activity and queue performance, identifying and addressing immediate issues impacting service levels.
- Analyze intraday trends and forecast deviations from planned staffing levels, proactively recommending adjustments to meet service goals.
- Generate and distribute real-time and historical performance reports, providing actionable insights for operational improvements.
- Manage and optimize agent schedules, including real-time adherence monitoring and break/lunch management to ensure efficiency.
Desired Candidate Profile
- A Bachelor's degree in a relevant field such as business administration, statistics, or a related discipline is preferred.
- Candidates should have at least 2-3 years of experience in a contact center environment, with a focus on workforce management or real-time analysis.
- Strong proficiency in workforce management software (e.g., Aspect, Verint, Avaya WFM) and related tools is essential.
- Demonstrated ability to analyze data, identify trends, and make data-driven recommendations to improve performance.