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workforce management real-time nice wfm five9📋 Description
- Monitor live service levels and real-time adherence.
- Oversee queue activity across chat, email, and voice.
- Intraday planning to adjust staffing in real time.
- Incident management: coordinate staffing during outages or spikes.
- Collaborate with Support Leaders, Workforce Planners, and Recruiters.
- Reporting and insights to enhance workforce strategy.
🎯 Requirements
- 2-5 years WFM or real-time analyst experience in a customer support
- Experience with WFM tools (NICE, Verint, Playvox, Five9, or similar)
- English Level: Advanced
- Real-Time Monitoring across chat, email, and voice channels
- Adherence & Optimization: maintain schedules and real-time adjustments
- Intraday Planning: analyze trends and adjust staffing in real time
🎁 Benefits
- AI-native culture focused on continuous improvement
- Ownership and autonomy to drive your role
- Resources and support for your growth
- Collaborative cross-department teamwork
- Encouragement of bold ideas and courageous action
- Opportunity to drive real impact
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