Summary
The Workforce Optimization Real-Time Analyst supports the Customer Experience Team by monitoring inbound contact volumes and analyzing trends. The role provides recommendations to optimize staffing, performance, and customer experience.
Responsibilities
- Monitor real-time inbound traffic and recommend staffing adjustments based on call volume, absenteeism, and other variables.
- Analyze daily and historical reports to identify call volume and staffing trends.
- Conduct root cause analysis to improve forecasting and scheduling outcomes.
- Partner cross-functionally on capacity-planning solutions.
- Support schedule changes and manage team member availability.
- Prioritize service quality in workforce optimization decisions.
Requirements
- At least 2 years of experience in real-time analysis or workforce management, preferably in multi-location operations across time zones.
- Strong listening, customer service, communication, and data interpretation skills.
- Ability to identify trends and communicate insights clearly to support timely decisions.
- Proficiency with workforce management software such as Teleopti or Verint.
- Experience with project management tools such as Excel, Monday.com, or Google Suite.
- Ability to work a flexible schedule, including some weekends, evenings, and holidays.
