Experience Range: with at least 7 years of experience in workforce management, real-time analysis, or contact center operations, including experience supporting daily operational performance and staffing effectiveness Key Responsibilities:
Monitor real-time contact center performance across multiple channels, including Voice and Chat, to ensure service level goals are metTrack and analyze operational metrics such as service level, average speed of answer, abandonment rate, occupancy, handle time, and adherenceIdentify and address performance variances, emerging trends, and operational risks impacting business objectivesRecommend and execute intraday staffing adjustments, including schedule changes and resource reallocation, to optimize staffing utilizationCoordinate with Operations Leadership and Workforce Management teams to resolve staffing gaps, attendance issues, and productivity challengesMaintain and administer workforce management systems, ensuring data integrity and accurate schedule uploadsPrepare and deliver real-time operational updates, intraday performance summaries, and end-of-day reports to leadership and stakeholdersSupport continuous improvement initiatives by identifying process enhancements and assisting with root cause analysis related to service level variancesRequired Skills:
Advanced proficiency in workforce management tools such as NICE IEX, NICE WFM, Verint, Genesys, Calabrio, or AspectExpertise in real-time analysis and intraday management within contact center environmentsStrong knowledge of workforce management principles, staffing concepts, and service level managementAdvanced Microsoft Excel skills for data analysis and reportingExperience with maintaining workforce management systems and dashboardsPreferred Skills:
Experience with automation or scripting for workforce management reportingFamiliarity with advanced analytics platforms for operational performance monitoringKnowledge of contact center telephony systems and integrationsExperience supporting schedule optimization initiativesDesired Qualifications:
Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related fieldCertification in Workforce Management (e.g., CWFM, CCWFM) or related operational analytics is highly desirable
