Operational Workforce Management Specialist

Job Title As a WFM Analyst, you will be responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. Strong analytical skills to interpret data and make informed decisions quickly Excellent communication skills to collaborate with operations teams and escalate issues effectively Ability to work under pressure and make rapid adjustments in a fast-paced environment The ideal candidate should have a strong understanding of contact center operations and key performance metrics. They should be proficient in workforce management software and tools, and able to generate real-time reports on key metrics like call volume, average handle time, and service level attainment. Key Responsibilities: Monitor call volumes, agent status, and queue lengths to identify potential issues. Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations. Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels. Requirements: Strong analytical skills to interpret data and make informed decisions quickly Excellent communication skills to collaborate with operations teams and escalate issues effectively Ability to work under pressure and make rapid adjustments in a fast-paced environment Benefits: This role offers a unique opportunity to work in a fast-paced environment and make a significant impact on the company's success. The ideal candidate should be highly motivated, proactive, and able to work independently. What We Offer: A competitive salary and benefits package The opportunity to work in a dynamic and innovative company A collaborative and supportive team environment How to Apply: If you are a highly motivated and experienced professional looking for a new challenge, please submit your application, including your resume and cover letter, to us.

Apply Now