**Responsibilities:** *Real-Time Task Assignment: Ensure that all agents are continuously assigned interactions (chats, calls), maximizing team efficiency and eliminating idle time.* *Activity Monitoring: Monitor service levels, response times, and workload across all queues, agents, and teams in real time, ensuring operational targets are met.* *Schedule Identification: Analyze incoming contact patterns (hourly/daily peaks) and make adjustments within routing profiles and queues. Identify trends to optimize agent availability and improve response times.* *Report Generation: Update and submit performance reports for Customer Care, including abandonment rate, occupancy, service levels, response times, and other key KPIs.* *Operational Issue Resolution: Provide real-time support for tickets or operational incidents assigned to the CORE or Workforce teams, delivering immediate solutions to operations and other relevant departments.* *Effective Communication: Immediately notify operations and the Workforce Management team of changes in incoming contact patterns (volumes, drops, spikes). Efficiently manage any contingencies or crises that arise, ensuring continuity of customer service. Job Profile: \- Minimum 2 years’ prior experience in a contact center environment using contact center technologies such as CRM, Avaya, IEX, Nice, InContact, or similar. \- Minimum 2+ years’ prior experience in a Workforce Management role, such as Real-Time Analyst or Workforce Analyst. \- Advanced Excel proficiency. \- Experience working remotely. \- Excellent interpersonal and communication skills. **What We Offer:** * Competitive Base Salary * Opportunity to learn, grow with the company, and influence process development initiatives * Communication and office equipment * Statutory Benefits * Major Medical Expense Insurance * Life Insurance Employment Type: Full-Time Salary: $15,000.00 \- $20,000.00 per month Benefits: * Option for an indefinite-term contract * Major Medical Expense Insurance * Life Insurance Language: * English (Desirable) Work Location: On-site