Accountabilities:

The role will focus on monitoring real-time contact center performance, ensuring schedule adherence, and providing accurate operational insights to support workforce management decisions. Key responsibilities include:

• Monitoring real-time schedules, staffing levels, and agent adherence to ensure compliance with workforce plans.
• Tracking call volumes across multiple queues and responding to fluctuations in demand, staffing levels, wait times, and abandonment rates.
• Identifying staffing gaps, call routing issues, and operational anomalies through real-time monitoring tools.
• Supporting operations teams with same-day performance updates, volume forecasts, and workforce-related insights.
• Providing regular reporting, including bi-hourly, daily, weekly, and monthly performance reports to support business decisions.
• Collaborating with workforce management teams and other real-time analysts to ensure consistent coverage and accurate operational visibility.
• Acting as a liaison between operations teams and technical teams to resolve call flow, routing, reporting, and system-related issues.
• Supporting schedule adherence initiatives by identifying non-compliant events and communicating required actions to operations teams.
• Coordinating with client workforce resources regarding intraday performance, system issues, agent performance exceptions, and operational requirements.
• Producing ad-hoc reports and completing additional workforce management tasks as required.
• Identifying opportunities to improve workforce management processes and operational efficiency.

Requirements:

The ideal candidate will have experience in contact center workforce management, strong analytical abilities, and the ability to manage real-time operational priorities. Required qualifications and skills include:

• High School Diploma or GED required.
• Minimum 1 year of experience working in contact center workforce management or a related operational analytics role.
• Experience using workforce management tools such as Avaya CMS, IEX, eWFM, Genesis, or Blue Pumpkin.
• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.
• Intermediate proficiency with Google Sheets and Microsoft Excel, including spreadsheets, VLOOKUPs, pivot tables, and reporting functions.
• Strong attention to detail and accuracy when monitoring performance data and preparing reports.
• Excellent organizational and time-management skills with the ability to handle multiple priorities.
• Ability to navigate multiple systems independently and quickly learn new tools and processes.
• Strong written and verbal communication skills for effective collaboration with internal teams and stakeholders.
• Self-motivated, accountable, and able to work independently with minimal supervision.
• Ability to thrive in a fast-paced, dynamic environment while maintaining high-quality work standards.
• Flexible availability, including the ability to work nights, weekends, or varying schedules as required.

Benefits:

• Opportunity to work remotely from India.
• Full-time employment with a global customer experience organization.
• Exposure to workforce management technologies, analytics, and operational optimization strategies.
• Opportunity to collaborate with operations, workforce management, and technology teams.
• Career development opportunities within a fast-growing and innovative environment.
• Experience working with diverse clients and complex contact center operations.
• Supportive team culture focused on continuous improvement and operational excellence.