Strategic Staffing Analyst
8 hours ago
Job Summary: We are seeking a highly skilled Strategic Staffing Analyst to join our Workforce Management team. The successful candidate will be responsible for monitoring and managing real-time staffing levels, intraday operations, and performance metrics to ensure service level agreements (SLAs) are met.
Key Responsibilities:
- Continuously monitor live performance metrics, including call volumes, service levels, and agent adherence.
- Manage intraday staffing needs by adjusting schedules or reallocating resources as required.
- Identify and address performance deviations to maintain SLAs.
- Collaborate with team leaders to manage breaks, meetings, and unplanned absences.
- Update and communicate intraday schedules, ensuring minimal disruption to operations.
- Respond to unexpected events such as call spikes, outages, or system failures.
- Generate and distribute real-time and intraday performance reports to stakeholders.
- Analyze performance data to identify trends and recommend improvements.
- Provide end-of-day performance summaries to the Workforce Management team.
- Act as a liaison between the WFM team and operations to ensure alignment on priorities.
- Communicate staffing issues, SLA risks, and resolution strategies to management.
- Support agents with real-time inquiries about schedule adherence and changes.
- Suggest and implement improvements in intraday management processes.
- Utilize workforce management tools to enhance real-time decision-making.
- Maintain accurate documentation of adjustments, issues, and resolutions.
- Education: High school diploma or equivalent; a bachelor's degree in Business Administration, Statistics, or a related field is preferred.
- Experience: At least 1-2 years of experience in workforce management, real-time monitoring, or a contact center environment.
- Proficiency with WFM tools (e.g., NICE, Genesys, Verint, or similar platforms).
- Skills: Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Ability to multitask and remain calm under pressure. Proficiency in Microsoft Excel and other reporting tools.
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