indeed
Workforce Management Traffic Analyst
Conduent
Karnataka, IND
Full-time
Onsite
Discovered 1 weeks ago
Workforce managementReal-time and intraday managementMicrosoft ExcelGoogle SheetsPivot tables and reportingNICE IEX
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Workforce managementReal-time and intraday managementMicrosoft Excel
Role Overview
Monitor queue performance across assigned projects or sites.
Evaluate contact-center capacity, recommend staffing adjustments, monitor intraday performance, update forecasts, support real-time operations, and collaborate with operational leaders.
The role supports service-level objectives and financial targets.
Key Skills for This Role
Workforce managementReal-time and intraday managementMicrosoft ExcelGoogle SheetsPivot tables and reportingNICE IEX
Full Job Posting
About the Employer
The employer delivers mission-critical services and solutions for Fortune 100 companies and government organizations.
The company describes a culture where individuality is noticed and valued.
Job Summary
Monitor queue performance across assigned projects or sites.
Evaluate contact-center capacity, recommend staffing adjustments, monitor intraday performance, update forecasts, support real-time operations, and collaborate with operational leaders.
The role supports service-level objectives and financial targets.
Key Responsibilities
- Monitor real-time productivity, schedule adherence, and queue performance and provide actionable insights to operations leaders.
- Maintain intraday supply-versus-demand accuracy by processing schedule exceptions and shrinkage requests using WFM tools.
- Update forecasts and recommend overtime, extra hours, voluntary time off, or schedule adjustments.
- Partner with WFM, Real-Time Analysts, and Operations teams to optimize staffing and service levels.
- Distribute real-time performance reports and communicate trends, risks, and actions.
- Analyze historical performance data and recommend workforce-planning improvements.
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