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Workforce Management Analyst
Job in
Luton, Bedfordshire, EX14, England, UK
Listed on 2026-11-01
Listing for:
PTR Global
Full Time
position Listed on 2026-11-01
Job specializations:
-
Business
Business Administration, Business Analyst
Job Description & How to Apply Below
Work Arrangement: Hybrid — onsite up to 3 days per week
Contract: 12 months
Schedule: Shift may fall between 8:00 AM and 7:00 PM
We are seeking a Real-Time Workforce Management Specialist to monitor contact center queues, agent performance, staffing levels, and service-level results in real time.
Responsibilities:- Monitor call queues, agent adherence, attendance, long calls, and service levels.
- Identify staffing gaps and recommend intraday schedule adjustments.
- Adjust forecasts using call volume, handle time, historical trends, and current business conditions.
- Escalate attendance and performance concerns to scheduling and operations leadership.
- Partner with internal teams, supervisors, vendors, and vendor support teams.
- Provide daily updates on forecasted service levels and staffing needs.
- Use WFM software such as NICE, Verint, or Calabrio.
- Build strong relationships with operations leaders and contact center agents.
- At least 1 year of contact center experience.
- Experience with workforce management or real-time queue monitoring.
- Knowledge of WFM software such as NICE, Verint, or Calabrio.
- Proficiency with Microsoft Office.
- High school diploma required; associate or bachelor’s degree preferred.
- Strong communication, analytical, and problem-solving skills.
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