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Job Description
Structured overview of role & requirementsAbout This Role
Monitor real-time call traffic, staffing levels, and schedule adherence to ensure service level targets are met in Consumer Service Centers.
Analyze and report workforce efficiency and productivity metrics daily to leadership teams.
Collaborate with Operations to manage resource allocation, handle operational issues, and optimize schedules through intraday adjustments and contingency plans.
Minimum Requirements
High school diploma or equivalent.
Minimum 3 years of experience in a contact center environment.
At least 3 years of Workforce Management experience in roles such as Real-Time Analyst, Scheduler, or Planner.
Proficiency with Workforce Management platforms (e.g., Amazon Connect, Verint).
Ideal Candidate Profile
Experienced in multi-channel support call centers or 24/7 support environments, able to manage fluctuating workloads and operational risks.
Skilled in real-time operational decision-making and proactive workforce adjustments to maintain service delivery.
Analytical, detail-oriented, with strong communication and stakeholder management skills in fast-paced, high-pressure settings.