Job Description
Role Overview The Workforce Analyst supports customer support operations by ensuring optimal staffing, schedule adherence, and service level performance across multiple support channels. This role focuses on real-time monitoring, forecasting, scheduling, and workforce analytics to maintain efficient operations in a fast-paced, multi-channel environment within a BPO or customer support setting.
Key Responsibilities
1. Real-Time Queue & Workforce Monitoring
- Continuously monitor live customer interaction queues across chat, email, voice, and ticketing channels to ensure adequate staffing coverage and service level compliance.
- Track agent availability and adherence using workforce and CRM dashboards, identifying deviations that may impact operational performance.
- Escalate staffing risks such as sudden volume increases, queue backlogs, or resource gaps to operations leadership with actionable recommendations.
- Moni...
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