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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
workforce managementoperational analysisperformance reportingdata analysisschedulingmonitoring service levelscall queue managementproblem resolutionreport generationtrend identification
Soft Skills
analytical skillsproblem-solving skillscommunication skillsstakeholder managementability to manage multiple prioritiesability to work in a fast-paced environment
Tools & Technologies
NICE IEX Workforce ManagementCisco ACDMicrosoft OfficeExceltelephony systemsreporting tools
Industry Keywords
contact center operationsservice level monitoringworkforce adherenceoperational metricsresource allocationcontinuous improvement
About the role
Key responsibilities & impact- Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence
- Manage execution of daily workforce schedules and identify staffing adjustments as business needs change
- Communicate real-time operational updates and recommendations to leadership teams
- Monitor performance metrics and notify leadership of operational risks, service level concerns, or staffing challenges
- Support workforce management activities by tracking adherence, attendance, schedule compliance, and productivity metrics
- Collect, maintain, and analyze operational data to support performance measurement and reporting
- Assist in problem resolution and escalate operational issues when appropriate
- Generate reports and provide business updates to support strategic and operational planning
- Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation
- Support continuous improvement efforts by identifying trends and recommending operational enhancements
- Utilize workforce management and telephony systems to monitor performance and support business objectives
- Maintain accurate records and ensure data integrity across reporting and workforce management tools
Requirements
What you’ll need- Experience in contact center operations, workforce management, scheduling, or operational analysis
- Experience in business analysis, operations support, or performance reporting preferred
- Experience monitoring service levels, call queues, and workforce adherence in a contact center environment
- Familiarity with NICE IEX Workforce Management (WFM) systems preferred
- Familiarity with Cisco ACD or similar contact center telephony platforms preferred
- Strong analytical and problem-solving skills
- Experience using Microsoft Office, particularly Excel, for reporting and data analysis
- Ability to interpret operational metrics and provide actionable recommendations
- Strong communication and stakeholder management skills
- Ability to work effectively in a fast-paced environment and manage multiple priorities
Benefits
Comp & perks- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements
- Dynamic and inclusive work culture within a globally renowned group
- Private Health and Dental Insurance
- Pension Plan
- Meals tickets
- Life Insurance