🛠 Tech Stack

💼 About This Role

You'll monitor real-time inbound call traffic as part of a Workforce Management team, ensuring optimum efficiencies and acceptable service levels. Your core impact involves intraday analysis of call flow and adjusting staff resources to meet volume demands and performance goals. This role stands out for its focus on real-time problem-solving in a fast-paced contact center environment.

🎯 What You'll Do

• Monitor real-time adherence to schedules for production associates.
• Monitor daily critical metrics and trigger escalation procedures.
• Provide intraday reporting on KPIs to department leadership.
• Track and manage contact center schedule adherence.

📋 Requirements

• 1 year of experience in Workforce Management.
• Excellent attendance and punctuality record.
• Ability to plan and prioritize tasks of competing priorities.
• Available to work day/evening hours including one weekend day.

✨ Nice to Have

• Experience with Verint Impact 360, InContact, or similar WFM systems.
• Intermediate Excel skills (VLOOKUP, pivot tables).
• Experience with Tableau.

🎁 Benefits & Perks

• 🏖️ Paid time off
• 🏥 Health insurance
• 💻 Remote work opportunities
• 📈 Career development
• 🎉 Team events