Workforce Management Analyst

PTR Global; England; Hybrid; GBP 30.000 - 42.000; Vollzeit

Zusammenfassung

PTR Global is seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time. The role requires 1+ year in a contact center, proficiency with WFM tools, and strong analytical and communication skills.

Work arrangement is hybrid—onsite up to 3 days per week, with a 12-month contract. You will collaborate with operations leaders, adjust intraday schedules, and provide daily updates on forecasting and

Qualifikationen

• Minimum 1 year of contact center experience.
• Experience with workforce management or real-time queue monitoring.
• Familiarity with WFM software such as NICE, Verint, or Calabrio.
• Proficient in Microsoft Office applications.
• High school diploma required; associate or bachelor’s preferred.
• Strong communication, analytical and problem-solving skills.

Aufgaben

• Monitor call queues, agent adherence, attendance and service levels.
• Identify intraday staffing gaps and adjust schedules.
• Update forecasts using call volume, handle time and trends.
• Escalate attendance and performance issues to leadership.
• Collaborate with operations, vendors and support teams.
• Provide daily updates on forecasted service levels and staffing needs.
• Utilize WFM software (NICE, Verint, Calabrio) to support decisions.

Kenntnisse

Communication

Analytical thinking

Problem solving

Team collaboration

Ausbildung

High school diploma

Associate degree

Bachelor's degree

Tools

NICE

Verint

Calabrio

Microsoft Office

Jobbeschreibung

Work Arrangement: Hybrid — onsite up to 3 days per week

Contract: 12 months

Schedule: Shift may fall between 8:00 AM and 7:00 PM

We are seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time.

Responsibilities:

• Monitor call queues, agent adherence, attendance, long calls, and service levels.
• Identify staffing gaps and recommend intraday schedule adjustments.
• Adjust forecasts using call volume, handle time, historical trends, and current business conditions.
• Escalate attendance and performance concerns to scheduling and operations leadership.
• Partner with internal teams, supervisors, vendors, and vendor support teams.
• Provide daily updates on forecasted service levels and staffing needs.
• Use WFM software such as NICE, Verint, or Calabrio.
• Build strong relationships with operations leaders and contact center agents.

Requirements:

• At least 1 year of contact center experience.
• Experience with workforce management or real-time queue monitoring.
• Knowledge of WFM software such as NICE, Verint, or Calabrio.
• Proficiency with Microsoft Office.
• High school diploma required; associate or bachelor’s degree preferred.
• Strong communication, analytical, and problem-solving skills.