Intraday Workforce Management Specialist II

United States Digital Space LLC; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

United States Digital Space LLC is seeking a Specialist II, Workforce Management (Intraday Analyst) to deliver real-time intraday analysis and reporting, monitor staffing, and ensure forecast accuracy. You will work with Avaya CMS and WFM tools to optimize schedule adherence and queue performance.

You will analyze hourly to monthly reports, identify deviations, and coordinate with Operations to adjust intraday staffing and skill allocations while communicating downtime or issues as needed.

Qualifications

• Graduate of any course or completion of at least three (3) years of related college coursework.
• At least 6 months to 1 year of work experience in a related field.
• Proficient in MS Excel and MS Office; experience with WFM tools.

Responsibilities

• Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Provide real-time intraday analysis and reporting.
• Monitor and manage intraday staffing levels; update Operations regularly.
• Monitor ACD and schedule adherence; report non-adhering states.
• Run queue checks and accommodate skill change requests as needed.

Skills

MS Excel

MS Office

Avaya CMS Supervisor

ACD reporting tools

Attention to detail

WFM tools

FTE projection

Segment descriptions

Analytical thinking

Communication

Computer literacy

Data management

Workforce management

Education

Three years of related college coursework

Tools

Avaya CMS Supervisor

ACD reporting tools

Job description

United States Digital Space LLC is seeking a Specialist II, Workforce Management (Intraday Analyst) to deliver real-time intraday analysis and reporting, monitor staffing, and ensure forecast accuracy. You will work with Avaya CMS and WFM tools to optimize schedule adherence and queue performance.

You will analyze hourly to monthly reports, identify deviations, and coordinate with Operations to adjust intraday staffing and skill allocations while communicating downtime or issues as needed.