Tech Stack

Description

Monitor real-time call volume, queue performance, and schedule adherence to meet service levels. Collaborate with teams to optimize efficiency and recommend operational improvements.

Requirements

• 3-7 years experience in contact center or workforce management
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Office especially Excel
• Experience with WFM tools and contact center platforms like Genesys and Salesforce

Responsibilities

• Monitor real-time call volume, queue performance, and schedule adherence
• Make real-time adjustments based on business needs
• Track analyze and report on KPIs daily and in real time
• Identify performance gaps and provide insights for coaching
• Support forecast and scheduling activities including staffing plans