Analyze historical trends to develop short- and long-term forecasts across all channels
Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off)
Monitor real-time volume, queue health, service levels, agent states, and schedule adherence
Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA
Execute intraday schedule adjustments and modify staffing, routing, skilling or workload distribution to match demand
Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams
Produce daily, weekly, and monthly KPI reporting
Conduct root cause analysis for forecast variances and performance deviations
Present actionable insights and recommendations to leadership
Serve as the central communication point for intraday updates
Partner with Operations, HR, Quality, Training, IT and WFM teams to resolve issues impacting service levels and customer experience.

Requirements

Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.
High school diploma or equivalent required
Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.
Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real time decision making.
Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi skill/multi channel operations.
Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies.
Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real time reporting.
Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools.
Excellent communication, interpersonal, organizational, and multitasking abilities, with the capability to work independently and under pressure.

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce managementreal-time analysisforecastingschedulingdata analysisroot cause analysisKPI reportingperformance risk identificationautomationmultichannel operations

Soft Skills

communicationinterpersonalorganizationalmultitaskingindependent workpressure managementleadershipproblem-solvingcollaborationpresentation