WFM Real Time Analyst – Professional 1
Location
Alaska + 3 moreAll locations: Alaska, Arizona, California, Kentucky
Posted
10 days ago
Salary
$48.9K - $66.2K / year
Seniority
Mid Level
Job Description
Job Requirements
- 1–2+ years of experience in Real‑Time Workforce Management
- 1–2+ years of experience in a contact center operations or analytical role
- Knowledge of call center KPIs (AHT, ASA, SL, shrinkage, adherence, occupancy, interval staffing)
- Experience utilizing WFM tools such as Verint (preferred), NICE, Aspect
- Proficient in real-time queue monitoring and Genesys telephony dashboards
- Working knowledge of Excel and Google Sheets (pivot tables, VLOOKUP, formulas)
Benefits
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company and personal holidays
- Volunteer time off
- Paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance
- Many other opportunities
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