Real-Time Workforce Management Specialist

Victra - Verizon Authorized Retailer; Winterville (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k retirement plan

Tuition reimbursement

Employee discounts on Verizon services

Career pathing opportunities

Job summary

Victra - Verizon Authorized Retailer in Winterville, NC seeks a real-time Workforce Management (WFM) Analyst to monitor contact-center performance, manage alerts, and ensure operational continuity through proactive analysis and communication.

You will analyze KPIs like service levels, AHT, queue lengths, and agent availability, prepare dashboards, respond to alerts, and provide mid-day and end-of-day performance reports.

Qualifications

• Familiarity with real-time monitoring tools and dashboards is required.
• Strong attention to detail with analytical thinking.
• Able to communicate effectively under pressure.

Responsibilities

• Conduct morning system checks and prepare performance dashboards.
• Monitor KPIs such as service levels, AHT, queue lengths, and agent availability.
• Respond to alerts and escalate issues to supervisors or IT as needed.
• Analyze trends and provide mid-day and end-of-day performance reports.
• Support incident management and troubleshoot system or staffing issues.
• Recommend real-time staffing adjustments to maintain service levels.
• Communicate performance risks and updates to leadership.
• Document incidents and contribute to continuous improvement initiatives.

Skills

Real-time monitoring tools

Attention to detail

Effective communicator under pressure

Job description

Victra - Verizon Authorized Retailer in Winterville, NC seeks a real-time Workforce Management (WFM) Analyst to monitor contact-center performance, manage alerts, and ensure operational continuity through proactive analysis and communication.

You will analyze KPIs like service levels, AHT, queue lengths, and agent availability, prepare dashboards, respond to alerts, and provide mid-day and end-of-day performance reports.