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Amazon workforce staffing • aurora il
Workforce Management Analyst
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VirtualVocationsAurora, Illinois, United States- serp_jobs.job_card.full_time
A company is looking for a Workforce Real-Time Management Analyst II.
Key Responsibilities
Perform real-time monitoring of queue metrics and contact center staff performance
Utilize real-time allocations of resources and escalate staffing change requests as necessary
Prepare and communicate performance trends and insights to senior workforce management multiple times per day
Required Qualifications
Bachelor's degree and 2 - 4 years of related experience, or equivalent experience
Experience with managing and engaging workforce-related teams preferred
Proficiency in real-time monitoring tools and workforce management techniques
Ability to analyze complex contact center metrics for operational efficiency
Familiarity with key business indicators such as service level metrics and productivity