Business Process Analyst 3

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels and call volume spikes
• 2
  Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization
• 3
  Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time
• 4
  Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance
• 5
  Implement real-time adjustments to workforce plans based on demand, including reallocation of agents and schedule modifications
• 6
  Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments align with operational goals

RequirementsAI-extracted

• 4 years of experience in a Scheduling analyst, contact center operations, or workforce management role
• Familiarity with workforce management tools, such as NICE, Calabrio, Verint, IEX, or similar WFM systems
• Strong analytical skills, with the ability to interpret real-time data and make quick decisions to optimize operations
• Excellent communication skills, with the ability to interact effectively with global teams and senior stakeholders
• High attention to detail, problem-solving abilities, and the capacity to manage multiple tasks in a fast-paced environment

Perks & BenefitsAI-extracted