SoTalent ยท 17 hours ago
Workforce Management Analyst
Fort Lauderdale, FL
Full-time
Onsite
New Grad, Entry Level
0+ years expSoTalent is seeking a Workforce Management Analyst to manage real-time operations ensuring service levels and efficiency are maintained at peak performance. The role involves monitoring various operational metrics, communicating with management, and collaborating with teams in a virtual call center environment.
Staffing & Recruiting
Hiring Manager
Praveen Rao
Responsibilities
Monitor schedule adherence, agent states, and off-phone activities to maintain operational efficiency
Communicate with operations management to resolve real-time issues promptly
Assist with staffing adjustments through overtime or voluntary time off recruitment
Generate alerts for situations impacting service levels, such as technical issues or unexpected call volume spikes
Prepare and deliver reports on performance, attendance, and adherence
Collaborate with internal teams and external partners in a virtual call center environment
Ensure compliance with company policies and procedures
Qualification
Required
Minimum 6 months of experience in call center operations or workforce management
Strong customer service and communication skills (verbal and written)
Ability to work flexible schedules based on business needs
Proficiency in email, word processing, and advanced Excel functions
Strong problem-solving skills and attention to detail
Benefits
Paid Training
Competitive Wages
Full Benefits (Medical, Dental, Vision, 401k)
Paid Time Off
Employee Wellness & Engagement Programs
Company
SoTalent
At SoTechTalent, we specialise in connecting forward-thinking tech companies with world-class talent.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase