What are the responsibilities and job description for the Workforce Management Analyst position at SoTalent?
Job Title: Workforce Management Analyst
Location: Fort Lauderdale, FL
Type: Full time
Our client is looking for a Workforce Management Analyst who can manage real-time operations to ensure service levels and efficiency are maintained at peak performance.
Your Responsibilities
- Monitor schedule adherence, agent states, and off-phone activities to maintain operational efficiency.
- Communicate with operations management to resolve real-time issues promptly.
- Assist with staffing adjustments through overtime or voluntary time off recruitment.
- Generate alerts for situations impacting service levels, such as technical issues or unexpected call volume spikes.
- Prepare and deliver reports on performance, attendance, and adherence.
- Collaborate with internal teams and external partners in a virtual call center environment.
- Ensure compliance with company policies and procedures.
What We’re Looking For
- Minimum 6 months of experience in call center operations or workforce management.
- Strong customer service and communication skills (verbal and written).
- Ability to work flexible schedules based on business needs.
- Proficiency in email, word processing, and advanced Excel functions.
- Strong problem-solving skills and attention to detail.
Benefits
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k)
- Paid Time Off
- Employee Wellness & Engagement Programs