Scan your resume against ATS criteria for this Workforce Management Traffic Analyst role at Egua.
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.
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.
Experience in a contact center environment; WFM real-time/intraday management experience preferred.
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.
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
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.
Flexible schedule required, including evenings, weekends, and holidays to support 24x7 operations. Ability to work from an office location.
How to apply for Workforce Management Traffic Analyst at Egua?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
This position is open to freshers and experienced candidates.
Is this position still open?
Yes, currently active and accepting applications.
Explore related active roles in other
Workforce Management Traffic Analyst
Egua · Bangalore
