Key Responsibilities & Accountabilities

• Monitor real-time queue performance, incoming contact volumes, staffing levels, and interval trends across all supported channels.
• Work closely with Operations and WFM teams to ensure service level goals and operational KPIs are consistently achieved.
• Monitor and report daily attendance, schedule adherence, productivity, and staffing compliance in real time.
• Optimize agent allocation and reallocation based on call arrival patterns and interval staffing requirements.
• Adopt and communicate global intraday and scheduling guidelines to WFM Coordinators and operational stakeholders.
• Create and optimize schedule shells while allocating productive time based on interval-level staffing needs and regional labor law requirements.
• Ensure accurate distribution and tracking of programmed shrinkage activities, including meetings, trainings, coaching sessions, outages, and other offline activities.
• Monitor interval-level performance drivers, including AHT variations, staffing gaps, outages, and productivity impacts.
• Enforce real-time adherence across all work types, queues, and skills within the scope of operations.
• Maintain continuous communication with Operations, WFM Coordinators, and stakeholders regarding staffing risks, performance trends, and mitigation plans.
• Provide visibility and reporting of SLAs and KPIs related to intraday and scheduling functions, including:
  • Service Level
  • Schedule Adherence
  • Shrinkage
  • Staffing Compliance
  • Interval-Level Performance
  • Occupancy
  • Productivity Metrics
• Develop and maintain scheduling matrices by site and region while ensuring compliance with labor laws, shift structures, and operational requirements.
• Recognize and communicate operational challenges before, during, and after scheduling cycles and provide staffing solutions aligned with business expectations.
• Support and troubleshoot live monitoring tools, systems, and workforce applications to ensure operational continuity.
• Escalate operational risks, outages, and system issues affecting service delivery in a timely manner.
• Generate and distribute intraday reports and operational insights to leadership and stakeholders.

Main Job Requirements

Education & Training

• Bachelor’s degree student or above preferred.
• Preferred educational background in Business Administration, Technology, Engineering, Statistics, or related fields.
• Advanced English proficiency (written and spoken).

Work Experience

• Minimum 6 months of contact center or workforce management experience preferred.
• Experience in Real-Time Analysis, Scheduling, Workforce Management, or Operations is a plus.

Required Skills

Technical Skills

• Strong Microsoft Excel knowledge, including:
  • Advanced formulas
  • PivotTables
  • Data analysis
  • Reporting and dashboards
  • Data validation and trend analysis
• Intermediate statistical and analytical knowledge.
• Knowledge of workforce management tools such as IEX, NICE, Verint, Aspect, or similar platforms.
• Strong computer and system navigation skills.
• Understanding of contact center metrics including:
  • Service Level
  • Occupancy
  • AHT
  • Shrinkage
  • Adherence
  • Productivity
• Ability to analyze real-time operational data and make staffing recommendations.

Competencies & Behavioral Skills

• Strong analytical thinking and problem-solving skills.
• Excellent communication and stakeholder management skills.
• High adaptability in fast-paced operational environments.
• Strong customer orientation and service mindset.
• Ability to multitask and work under pressure.
• Strong interpersonal and teamwork skills.
• High attention to detail and organizational skills.
• Strong learning agility and initiative.
• Ability to manage stress and prioritize effectively.
• Strong emotional intelligence and professional maturity.