Description
Job Summary
Responsible for monitoring queue performance across assigned projects or sites. The Traffic Analyst evaluates contact center capacity, recommends staffing adjustments, monitors intraday performance, updates forecasts, supports real-time operations, and collaborates with operational leaders to ensure service level objectives and financial targets are achieved.
Key Responsibilities
- Monitor real-time productivity, schedule adherence, and queue performance; 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.
- Lead prior-day performance reviews and establish action plans for upcoming intervals.
- Coordinate incident communications during outages, system issues, or unexpected volume fluctuations.
- Perform additional workforce management duties as assigned.
Qualifications & Requirements
Education – Any Graduate
Experience
Experience in a contact center environment; WFM real-time/intraday management experience preferred.
Technical Skills
- Microsoft Excel or Google Sheets (including pivot tables and reporting).
- WFM platforms such as NICE IEX, Verint, Aspect eWFM, Genesys, CMS, or similar systems.
- Basic Windows and/or macOS proficiency.
Core Competencies
- Communication and stakeholder management
- Prioritization and time management in a fast-paced workplace
- Strong analytical and problem-solving skills
- Attention to detail and data interpretation
Knowledge Requirements
Understanding of contact center KPIs including AHT, Abandonment Rate, Shrinkage