Intraday Workforce Analyst

The Warranty Group

Base: $45,100.00 - $74,600.00; bonus/equity: not s...
Fully remote
3 years contact center experience
2 years wfm role experience
High school diploma or ged
The Warranty Group is seeking an Intraday Workforce Analyst to manage call and chat traffic, ensuring efficient resource deployment to meet client SLAs. The role requires strong communication and analytical skills, with responsibilities including real-time monitoring, staffing adjustments, and collaboration with internal teams

Job Summary

  • The role is pivotal for maintaining efficient operations by ensuring service level agreements are met consistently through real-time monitoring and adjustments.
  • Successful candidates will be proactive and highly communicative, managing resource deployment to fulfill client contractual SLAs across call and chat traffic.
  • Assurant offers a unique culture known as The Assurant Way, recognized as a Best Place to Work in 15 countries with opportunities for innovation.

Matching Summary

Match Score: 85

The Warranty Group is seeking an Intraday Workforce Analyst to manage call and chat traffic, ensuring efficient resource deployment to meet client SLAs. The role requires strong communication and analytical skills, with responsibilities including real-time monitoring, staffing adjustments, and collaboration with internal teams.

Salary

Base: $45,100.00 - $74,600.00; Bonus/Equity: Not specified; Benefits: U.S. benefit information available at myassurantbenefits.com

Skills & Requirements

Must-have

  • 3 years contact center experience
  • 2 years WFM role experience
  • High School Diploma or GED
  • Real-time adherence monitoring
  • MS Office Excel proficiency

Nice-to-have

  • NICE WFM software knowledge
  • Avaya or Cisco ACD platform experience
  • Strong analytical communication skills
  • Self-directed action capability
  • Experience with eGain scheduling tools

Key Requirements

  • Minimum 3 years contact center experience
  • Minimum 2 years WFM experience
  • High School Diploma or GED required
  • Entry level MS Office skills required

Work Rights

Not specified

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