**Requirements and Qualifications**
- 3 to 6 months tenure. (Proven significant previous experience will be considered in case of not complying with the tenure).
- Advanced proficiency in Microsoft Excel, including the ability to create complex spreadsheets, analyze data using pivot tables and formulas, and generate custom reports.
- Proven experience in real-time monitoring and analysis within a contact center or customer service environment.
- Proficiency in contact center software and workforce management tools.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- Detail-oriented with the ability to multitask effectively in a fast-paced environment.
- Knowledge of call center operations, including key performance indicators (KPIs) and service level agreements (SLAs)
- Flexibility to work shifts, including evenings, weekends, and holidays, as needed.
- Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams. Certification in workforce management or related field is a plus.
**Duties and Responsibilities**
- Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence.
- Set up and manage real-time alerts for deviations from established performance thresholds. Respond promptly to these alerts to mitigate any potential issues.
- Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times.
- Monitor and track agent adherence to schedules and break times, taking corrective actions when necessary to maintain operational efficiency.
- Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events.
- Make real-time adjustments to agent schedules, including reassigning tasks, redistributing workloads, and managing breaks to maintain service levels.
- Collaborate closely with contact center supervisors and managers to provide real-time updates on performance and work together to address challenges as they arise.
- Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency.
- Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting.
- Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards.