Job Description:
• Monitor, analyze, and optimize intraday performance across all supported contact channels
• Make real time adjustments and communicate operational impacts
• Provide actionable insights to leadership to ensure service levels are met
• Analyze intraday trends and staffing needs to support enterprise-level workforce planning
• Operate with autonomy in prioritizing work and making informed decisions
Requirements:
• 1–2+ years of experience in Real‑Time Workforce Management
• 1–2+ years of experience in a contact center operations or analytical role
• Knowledge of call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing)
• Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect
• Proficient in real-time queue monitoring and Genesys telephony dashboards
• Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas)
Benefits:
• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company and personal holidays
• Volunteer time off
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance
• Many other opportunities