Related skills
tableau excel servicenow pivot tables quicksight📋 Description
- Monitor queues, wait times, service levels, and real-time performance trends
- Track staffing adherence and identify gaps in schedule compliance
- Balance workloads and improve performance across channels
- Manage live incidents, outages, and events using predefined playbooks
- Adjust agent skills and routing to optimise performance
- Maintain agent hierarchies, skill profiles, and system accuracy
🎯 Requirements
- Alvaria or similar workforce management tools
- Real-time dashboards (Tableau, QuickSight)
- Excel: pivot tables and data analysis
- ServiceNow or similar ticketing systems
- At least 1 year in real-time/command center or WFM
- Understanding of contact center operations and intraday performance
🎁 Benefits
- Paid time off
- Retirement savings plans (401k, pension)
- Bonus/incentive eligibility
- Equity grants
- Employee stock purchase plan
- Competitive health benefits
- Parental leave
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