Job Details

A company is looking for a WFM Real Time Analyst to monitor call center operations and ensure service level targets are met.Key ResponsibilitiesMonitor real-time agent schedule adherence and call activity to ensure availabilityMake staffing adjustments to meet call center service level targets and process scheduling changesFacilitate new hire training and provide ongoing education on the Telephony systemRequired QualificationsHigh School Diploma or GEDTwo years of call center experience or related experience with telephony/WFM systems, or a Bachelor's Degree in a relevant fieldDemonstrated proficiency in Excel, Word, and OutlookExperience with training or presentingAbility to multi-task and manage time effectively