Job Description
📋 Description Monitor inbound contact center queues and channels to align staffing with forecasted volume Track agent adherence to scheduled activities and flag deviations in real time Manage inbound WFM tickets, including schedule changes and break/lunch approvals Review attendance records to ensure scheduling and payroll accuracy Pull and analyze workforce data from ACD/telephony and WFM systems Deliver daily and ad hoc WFM exception reports to leadership 🎯 Requirements 1–3 years in a contact center with WM/scheduling or real-time monitoring Hands-on Five9 telephony/ACD experience Excel: advanced with VLOOKUP/XLOOKUP, IF, rolling averages, pivot tables Familiar with ACD/telephony platforms (Five9, Genesys, Avaya) Strong analytical mindset with attention to detail and trend analysis Excellent organizational/time management; manage competing priorities 🎁 Benefits Health and wellness benefits Flexible PTO and up to 16 weeks paid parental leave 2 days of paid paw-ternity leave Paid holidays 401k program Education reimbursement
