Workforce Management AnalystLIGHTING STAFFING AGENCY • Coppell, Texas, USA
Workforce Management Analyst
LIGHTING STAFFING AGENCY • Coppell, Texas, USA
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Monitor and manage real-time contact center metrics (call volumes AHT service levels) across all queues. Analyze intraday trends to make proactive adjustments to routing and skill assignments. Track and report on key intraday metrics providing insights to leadership. Identify deviations recommend immediate actions and monitor agent adherence / productivity. Coordinate offline activities and maintain accurate schedule data. Perform root-cause analysis for service level misses and collaborate on future planning. Communicate actionable recommendations to operations leaders. 3 years in a WFM-driven contact center environment with strong real-time operations experience. Hands-on experience with WFM tools (e.g. Verint Aspect Calabrio Zoom WFM). Proficiency with telephony platforms (e.g. Five9 Genesys NiCE TalkDesk Zoom Contact Center). Excellent communication analytical and problem-solving skills. Highly organized detail-oriented and adaptable to fast-paced environments. Team-oriented with a positive attitude and commitment to continuous improvement.
Job Summary :
We are seeking a proactive Workforce Management Real Time Analyst to optimize contact center performance. This role is crucial for real-time monitoring of service levels and agent productivity acting as a primary point of contact for leadership on scheduling skilling and queue health.
Note : This role requires a specific schedule :
- Monday - Friday : 12 : 00 pm - 9 : 00 pm ET
- Saturdays : 9 : 00 am - 5 : 00 pm ET
- Includes Sundays off and one additional weekday off (Tuesday Wednesday or Thursday).
Key Responsibilities :
Required Experience & Qualifications :
Key Skills
Active Directory,Customer Service,End user,Access Points,Deskside Support,Windows,SCCM,Troubleshoot,User Accounts,Desktop,PC,Backup,Setup,hardware,Technical Support
Employment Type : Full Time
Experience : years
Vacancy : 1
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