• Oversee call performance and manage real-time staffing to achieve staffing targets. 

• Develop and monitor attendance and break schedules to optimize staffing levels. 

• Collaborate with operations and the Client WFM team to refine processes and increase efficiency. 

• Intraday forecasting and scheduling to ensure continuous workflow and meet profitability goals. 

• Produce comprehensive reports on performance metrics and identify improvement opportunities. 

• Act as a point of contact for WFM policies and an expert on workforce optimization issues. 

What We Look for in a Candidate: 

• 2 years of call center experience in a WorkForce Management Real Time Analyst or Traffic Support role. Experience with ACD or WFM software is highly desirable. 

• Excellent analytical skills to interpret data and provide actionable insights. 

• Strong communication skills to liaise with various departments and ensure adherence to standards. 

• Ability to manage multiple projects, prioritize tasks, and work under pressure in a fast-paced environment. 

• Previous experience in call center operations and WFM is highly preferred. 

• High school diploma or GED; further education or equivalent experience in a relevant field is a plus. 

• Flexibility to work within the hours of operation and on varying shifts. 

• Demonstrated ability to work independently with minimal supervision and as part of a team.