WFM Real Time Analyst

Title: Workforce Real Time Analyst

Location: Onsite in Hermosillo, Sonora, Mexico

Department: Workforce Management

Reports to: WFM Manager

Support Services Group is a leading U.S.-based global provider of high-touch omnichannel outsource contact center solutions.
Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world's top brands and their customers.
We are an ambitious team of game changers who thrive on solving complex problems.

We're looking for a highly energetic and collaborative WFM Real Time Analyst.

The individual in this position will oversee making sure that all calls are not only answered, but also correctly balancing conversions with service levels. Along with these responsibilities, managing abandonment and utilization.

Main Duties/Responsibilities:

• Monitoring real time agent states and communicating with agents / management t...