Workforce Management Analyst - Remote
Flagstar Bank(3 days ago)
About this role
The Workforce Management Analyst is responsible for overseeing the daily operations of the Customer Engagement Center, ensuring optimal performance of client-facing teams by monitoring call volume trends, schedule adherence, and queue management. They serve as a central coordinator in the contact center, providing real-time operational insights, building reporting skills, and supporting team performance. The role offers opportunities for career advancement into more complex analysis and reporting positions.
Required Skills
- workforce Management
- Call Center
- Reporting
- Real Time Monitoring
- Schedule Adherence
- NICE Software
- Data Analysis
- Customer Service
- Operations Management
- Team Coordination
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