Related skills
intercom nice wfm five9 playvox📋 Description
- Monitor live service levels across chat, email, and voice.
- Manage real-time adherence and adjust schedules as needed.
- Intraday planning: analyze trends and modify staffing in real time.
- Incident management: coordinate staffing during outages or spikes.
- Collaborate with Support Leaders and Recruiters to meet staffing needs.
- Use WFM tools (Assembled, Intercom, etc.) to improve efficiency.
🎯 Requirements
- 2-5 years of workforce management or real-time analyst experience in a contact center.
- Experience with WFM tools such as NICE, Verint, Playvox, Five9, or similar.
- English level: Advanced.
- Real-time monitoring across chat, email, and voice channels.
- Intraday planning and adherence optimization with leadership coordination.
🎁 Benefits
- Growth opportunities and resources to develop your skills.
- Autonomy to own your role and drive impact.
- Collaborative, cross-functional team culture.
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