Summary
Workforce Optimization Real-Time Analyst responsible for monitoring inbound contact volumes, analyzing trends, and providing recommendations to optimize staffing and performance to ensure a seamless customer experience.
Responsibilities
- Monitor real-time inbound traffic and adjust staffing recommendations based on call volume and absenteeism
- Leverage daily and historical reports to identify opportunities and trends
- Conduct root cause analysis to improve forecasting and scheduling outcomes
- Cultivate cross-functional partnerships for capacity planning solutions
- Support schedule changes and manage team member availability
- Provide actionable recommendations to optimize performance and service quality
Requirements
- 2+ years experience in a Real-Time Analyst or Workforce Management role
- Experience with multi-location operations and cross-functional time zones
- Ability to interpret data and identify trends to support decision-making
- Proficiency in workforce management software such as Talkdesk or Verint
- Outstanding communication skills and ability to convey complex concepts simply
- Ability to maintain confidentiality
- Willingness to work a flexible schedule including weekends evenings and holidays
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