Real-Time WFM Analyst: Call Center Performance Optimizer

ESR Healthcare; Coppell (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

A healthcare analytics firm in Coppell, TX is seeking a Workforce Management Analyst to monitor and enhance real-time call center performance. This mid-senior level role requires 3+ years of contact center experience and proficiency with Workforce Management tools such as Verint and Zoom WFM. The ideal candidate will have strong analytical skills and the ability to thrive under pressure. The position includes responsibilities like analyzing call volumes and coordinating with operations for efficient staffing.

Qualifications

• 3+ years of contact center experience in a Workforce Management environment.
• Hands-on experience with Workforce Management tools.
• Strong understanding of real-time operations.

Responsibilities

• Monitor and manage real-time call center performance.
• Analyze intraday trends in call arrival patterns.
• Adjust routing strategies and skill assignments in real time.

Skills

Contact center experience

Workforce Management tools

Communication skills

Analytical skills

Problem-solving skills

Organizational skills

Tools

Verint

Zoom WFM

Genesys

Job description

A healthcare analytics firm in Coppell, TX is seeking a Workforce Management Analyst to monitor and enhance real-time call center performance. This mid-senior level role requires 3+ years of contact center experience and proficiency with Workforce Management tools such as Verint and Zoom WFM. The ideal candidate will have strong analytical skills and the ability to thrive under pressure. The position includes responsibilities like analyzing call volumes and coordinating with operations for efficient staffing.