Job Description
The real-time WFM analyst is responsible for monitoring and managing call center activities in real-time to ensure compliance with service level agreements (SLAs) and optimize workforce productivity, making real-time adjustments to staffing levels and schedules to meet fluctuating call volumes and service demands
Requirements
Duties & Responsibilities
Monitor call volumes, queues, and other floor metrics in real-time, identifying trends and potential issues to suggest and implement improvement actions
Create and maintain daily, weekly, and monthly schedules for advisors based on historical data and call forecasts
Make real-time adjustments to workforce planning and schedules, such as overtime or schedule changes
Analyze historical and real-time data of key metrics to suggest improvements and resource optimization
Requirements
Bachelor's degree and/or professional in Engineering, Management, or related fields
Over 2 years of experience in BPO contact centers, preferably in sales environments
Experience in using workforce management software and Excel
Knowledge of industry best practices in the contact center industry
Experience with contact center technology such as IVR
English proficiency at level B2 or higher
Schedulers
42 hours
2 days off