Related skills
data analysis sql capacity planning workforce management tools intraday queue management📋 Description
- Short-term scheduling: Own -90 to +90 days; translate capacity into schedules.
- Real-time analysis (RTA): Monitor intraday queue performance; surface breaches.
- Team Lead & Senior Manager consulting: Advise on scheduling tradeoffs.
- Performance signal generation: Track agent productivity, adherence, and quality.
- Ground-truth feedback to Capacity Planner: Surface floor realities.
- Schedule adherence & productivity: Own daily roster; track actuals vs scheduled.
🎯 Requirements
- 4+ years of relevant WFM experience.
- Strong communication; translate operational nuance into guidance.
- Data analysis; highly proficient in SQL.
- Identify gaps between plan and reality.
- Familiarity with intraday queue management and WFM tools.
- Experience in a fast-paced startup environment.
🎁 Benefits
- Generous Holiday and Time off Policy
- Health Insurance: Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly cell phone and internet allowance
- Parental Leave: 16 weeks paid leave + gradual return
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