Real-Time Analyst
Company: VirtualVocations
Location: Hayward
Posted on: October 16, 2024
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Job Description:
A company is looking for a Workforce Management Real-Time
Analyst to manage contact center resources and ensure service level
objectives are met.
Key Responsibilities
Monitor queue metrics and staff performance in real-time to meet
service level expectations
Adjust real-time metrics and adapt intraday forecasts based on
business drivers and historical data
Manage real-time skill-based call routing to optimize service
levels
Required Qualifications
Experience in contact center operations or workforce management
Ability to provide root cause analysis
Proficiency in using internal systems for monitoring and
reporting
Experience with forecasting and staffing adjustments
Ability to work independently and collaboratively in a team
setting
Keywords: VirtualVocations, Redwood City , Real-Time Analyst, Professions , Hayward, California
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