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Himalayas

Workforce Real Time Analyst

United StatesPosted 1 day agoVerified 1 day ago

About This Gig

Role Overview GOAT is seeking a Workforce Real-Time Analyst to join our growing team. The ideal candidate should have experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment. Responsibilities include monitoring and analyzing Customer Service Representatives' performance. We're looking for an innovative thinker comfortable collaborating across departments. This role requires someone who is detail-oriented, analytical, and capable of managing multiple agents while balancing workforce and staffing needs effectively. In this role, you will: Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance. Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency. Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement. Report on oldest contacts by team, backlog

Skills & Tags

Workforce Management Contact Center Analytics Real Time Analytics Operations Analysis Workforce Planning

About the Seller

GOAT Group

on Himalayas

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