Description

Lead a team of Real-Time Analysts and Workforce Specialists to ensure operational efficiency, policy compliance, and service level stability.

This role is on-site.

Responsibilities

• Monitor Real-Time Analyst and Workforce Specialist performance to ensure timely task delivery.
• Enforce strict implementation of Workforce Management policies and processes.
• Mentor and manage direct reports to drive professional growth and task accuracy.
• Analyze operational issues and escalate critical findings to the executive team.
• Manage queuing and traffic patterns to maintain service level stability.

Required Skills

• 1+ years of experience as a Real-Time Analyst, in Scheduling, or Capacity Planning.
• 1+ years of supervisory experience within a call center environment.
• Proficiency in Workforce Management software, Luceant CMS reporting, and Luceant ACD systems.
• Experience with Call Master, automatic call recording, and monitoring systems.
• Strong command of call center metrics and WFM policies.
• Advanced proficiency in Excel, Google Sheets, and Microsoft Word.
• Solid understanding of queuing theory and traffic management concepts.
• Excellent analytical, quantitative, and problem-solving skills.
• Strong verbal and written English communication skills.

Preferred Skills

• Prior experience in analytic and reporting functions.

Key Skills

Education

Any Graduate