Responsible for intraday workforce management to ensure optimal alignment between staffing and contact center demand
Monitors real-time performance against forecast and staffing plans
Identifies variances and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets
Serves as the operational bridge between Workforce Management and Operations to proactively manage risk, maintain schedule adherence, and protect the customer experience
Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence
Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions
Manage real-time queue, skill, and routing adjustments to balance workload and optimize resource utilization
Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes
Monitor and drive real-time adherence to minimize unplanned shrinkage and ensure delivery of planned capacity
Identify and communicate adherence risks or behavioral trends impacting service performance
Perform intraday trend analysis of volume, handle time, and volume drivers
Identify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external drivers
Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team
Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms
Validate schedule integrity, staffing levels, and ring/skill group assignments

Requirements

Required: Minimum 5 years in a contact center environment
Minimum 3 years in Workforce Management, Real-Time
Required: High School Diploma or GED.
Preferred: Bachelor’s degree or equivalent experience
Preferred: WFM or Contact Center related certification
Required: Intraday management and service recovery strategies
Understanding of Erlang-based staffing principles and interval planning
Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
Advanced Excel skills (data analysis, pivot tables, trend analysis)
Ability to interpret interval-level performance data and translate insights into operational actions
Strong problem-solving and decision-making in a high-volume, real-time environment
Effective communication and collaboration with Operations and WFM partners
Experience with WFM and telephony platforms (Talkdesk or equivalent)

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

intraday managementservice recovery strategiesErlang-based staffing principlesinterval planningdata analysispivot tablestrend analysisperformance data interpretationforecast accuracyWFM drivers

Soft Skills

problem-solvingdecision-makingeffective communicationcollaboration

Certifications

WFM certificationContact Center certification