Workforce Management Analyst

Responsibilities

• Monitor live call/ticket volumes and agent real‑time status in IT Service Desk operations.
• Make instant adjustments to staffing, schedules, and workflows to meet SLAs for Phone, Web, Chat, & Email channels.
• Track efficiency goals, balancing customer satisfaction with operational demands by proactively managing issues like high volume spikes, absenteeism, or system outages.
• Report real‑time performance metrics to stakeholders.
• Watch live call queues, agent status (on call, break, training) and key KPIs like AHT and Occupancy.
• Reallocate agents, shift workloads, or call agents back from breaks to handle unexpected call spikes or understaffing.
• Monitor if agents adhere to their schedules and flag deviations to supervisors.
• Identify and report real‑time issues (e.g., system outages, high absenteeism) and work with managers to resolve them.
• Provide immediate updates and pro...