We're looking for a Workforce Management Intraday Analyst to play a critical role in our real-time operations. Acting as the central point of control for intraday performance, you'll monitor contact centre activity, manage service risks, and coordinate rapid responses to operational challenges.
Requirements
- At least 1 years + experience in a real-time/command center or workforce management environment
- Strong understanding of contact center operations and intraday performance management
- Ability to interpret KPIs and proactively identify service risks
- Confident decision-making under pressure, especially during outages or service disruption
- Excellent communication skills with the ability to engage cross-functional stakeholders
- Strong collaboration skills across Operations, IT, and Leadership teams
- High proficiency in written and spoken English
- Calm and composed approach in high-pressure situations
- A proactive, solutions-focused mindset
- High attention to detail and accuracy
- Strong problem-solving and analytical thinking
- Ability to manage competing priorities in a fast-moving environment
Benefits
- Paid time off
- Retirement savings (e.g., 401k, pension schemes)
- Bonus/incentive eligibility
- Equity grants
- Employee stock purchase plan
- Competitive health benefits
- Parental leave