Optimize staffing, scheduling, and real-time contact center performance to meet service level and efficiency
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 and deliver intraday updates on volume, adherence, absenteeism, and arrival patterns
Conduct root cause analysis for forecast variances and performance deviations
Present actionable insights and recommendations to leadership to improve operational efficiency and customer experience
Serve as the central communication point for intraday updates, staffing risks, system issues, and queue performance
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.

Benefits

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

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

Hard Skills & Tools

workforce managementreal-time performance optimizationforecastingschedulingdata analysisroot cause analysisKPI reportingcall routingmulti-channel operationsintraday management

Soft Skills

communicationproblem-solvinganalytical thinkingcollaborationleadership