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Workforce Management Real Time Analyst
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Job Description
- Req#: JR25-000675
Employer Industry: Financial Management Services for Home Care
Why consider this job opportunity:
- Salary range of $55,000 - $70,000 annually
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on the lives of individuals with disabilities and chronic illnesses
- Flexible scheduling with availability from 7 am to 8 pm ET Monday through Saturday
What to Expect (Job Responsibilities):
- Monitor contact center inbound, outbound, email, and chat volumes to ensure service level agreements are achieved
- Conduct intra-day actions and root-cause analysis of performance intervals
- Utilize workforce management systems to monitor agent schedules and partner with leadership for necessary adjustments
- Proactively recommend staffing solutions based on trending patterns and volumes
- Respond to escalated issues and internal inquiries in a professional manner
What is Required (Qualifications):
- Minimum education: High school diploma or equivalent
- 2+ years of call center experience, including real-time management
- Strong experience with Workforce and ACD tools/systems
- Excellent verbal, written communication, and troubleshooting skills
- Proficient in MS Windows, Excel, and Word
How to Stand Out (Preferred Qualifications):
- Experience in a fast-paced contact center environment
- Familiarity with performance monitoring metrics and analytics
- Ability to effectively present information and respond to questions from internal users
#FinancialManagement #WorkforceManagement #CallCenter #CareerOpportunity #DiversityAndInclusion
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