Join Whisker as a Part-Time Workforce Management Real-Time Analyst where you'll monitor workforce performance, optimize scheduling, and enhance productivity in a dynamic environment. This role is perfect for those with strong analytical and communication skills who thrive under pressure.
Key Responsibilities
Monitor agent performance and call center metrics
Identify staffing issues and take corrective actions
Make intraday schedule changes
Reallocate resources based on call volume trends
Serve as point of contact for real-time escalations
Communicate outages and staffing shortages
Create and distribute intraday performance reports
Identify patterns for improving efficiency
Utilize workforce management software for performance analysis
Ensure data accuracy in workforce systems
Required Qualifications
BA in business, human resources, or related field
1-2+ years experience in call center environment
Detail-oriented with multitasking abilities
Excellent problem-solving and decision-making skills