WFM Real Time Analyst
Full-time
Gratitude Inc
Job Title: Real-Time Analyst
JD : Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Develops own knowledge, shares best practices, and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.
Qualifications :
At least 1+ year WFM/RTA experience
At least 1+ year BPO experience
Experience in forecasting, staffing, scheduling, and real-time monitoring
Knowledge of WFM tools and contact center KPIs
Strong analytical and problem-solving skills
Good communication and stakeholder management skills
Willing to work in a shifting schedule
Vacancy posted 16 hours ago
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