What are the responsibilities and job description for the Workforce Management Analyst position at PTR Global?
Location: Cumberland, RI
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.
Salary : $22 - $26