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 environment

• Strong analytical and problem-solving skills

• Attention to detail and data interpretation

Knowledge Requirements

Understanding of contact center KPIs including AHT, Abandonment Rate, Shrinkage, Adherence, Conformance, and Service Levels.

Knowledge of intraday workforce management processes and compliance requirements such as GDPR, HIPAA, and information security standards.

Work Environment

Flexible schedule required, including evenings, weekends, and holidays to support 24x7 operations. Ability to work from an office location.