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Workforce Management Analyst

5 hours ago

Fort Lauderdale, Florida, United States SoTalent Full time

Job Title: Workforce Management Analyst

Location: Fort Lauderdale, FL

Type: Full time

Our client is looking for a Workforce Management Analyst who can manage real-time operations to ensure service levels and efficiency are maintained at peak performance.

Your Responsibilities

  • Monitor schedule adherence, agent states, and off-phone activities to maintain operational efficiency.
  • Communicate with operations management to resolve real-time issues promptly.
  • Assist with staffing adjustments through overtime or voluntary time off recruitment.
  • Generate alerts for situations impacting service levels, such as technical issues or unexpected call volume spikes.
  • Prepare and deliver reports on performance, attendance, and adherence.
  • Collaborate with internal teams and external partners in a virtual call center environment.
  • Ensure compliance with company policies and procedures.

What We're Looking For

  • Minimum 6 months of experience in call center operations or workforce management.
  • Strong customer service and communication skills (verbal and written).
  • Ability to work flexible schedules based on business needs.
  • Proficiency in email, word processing, and advanced Excel functions.
  • Strong problem-solving skills and attention to detail.

Benefits

  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k)
  • Paid Time Off
  • Employee Wellness & Engagement Programs