Mission Control Analyst

📋 Description

• Monitor real time inbound call traffic for efficiency
• Track service levels, occupancy, abandon, active rates
• Intraday analysis to adjust staff resources
• Report KPIs and escalation outcomes to WFM leaders
• Coordinate changes to incoming contact patterns
• Collaborate with WFM team for daily game-plan

🎯 Requirements

• Minimum 2 years in Workforce Management
• Minimum 2 years in inbound contact center
• Excellent attendance and punctuality
• Strong analytical and organizational skills
• Ability to plan and prioritize under competing priority
• Self-starter, problem solver, independent & team oriented

🎁 Benefits

• Equal Opportunity Employer
• Competitive team environment