Related skills
sql python tableau excel amazon connect📋 Description
- Monitor real-time performance across contact center and pharmacy.
- Track service levels, queue volumes, and agent adherence.
- Identify intra-day staffing gaps and risks; communicate to leadership.
- Execute real-time staffing adjustments (breaks, overtime, VTO).
- Maintain real-time dashboards and reports.
- Escalate outages and volume spikes; recommend mitigations.
🎯 Requirements
- Experience with WFM tools such as Assembled (preferred) or similar.
- Strong analytical skills; proficient in Excel/Google Sheets.
- Experience with SQL, Python, or Tableau is a plus.
- Excellent written and verbal communication; convey real-time insights.
- Multitask, prioritize, and make quick decisions in a fast-paced environment.
- Detail-oriented, proactive, adaptable with strong ownership.
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