WFM Real - Time Coordinator - Remote

Overview

Quince is seeking a Workforce Management Real-Time Analyst to join our rapidly growing Customer Support (CS) team. This position will play a crucial role in leveraging data to drive insights and strategies aimed at improving customer experience, operational efficiency, and reducing costs within a value-based framework.

In Short

• Analyze business activities in real-time to maximize service levels and occupancy.
• Adjust staffing plans and coordinate with operations teams.
• Deliver insights and plans of action for continuous improvement.
• Manage real-time responses to technical outages and escalations.
• Monitor real-time adherence and absenteeism reporting.
• Collaborate with Operations for innovation opportunities.
• Communicate effectively with agents and operations.
• Create a positive work environment for customer service teams.
• Support additional assignments as needed.

Requirements

• 2+ years of call center Workforce Management experience.
• Understanding of real-time management in contact centers.
• Knowledge of key business indicators and decision-making.
• Understanding of analysis and forecasting fundamentals.
• Good written and verbal communication skills.
• Proficient in Microsoft Office Suite.
• Flexibility for contact center scheduling.
• 1+ year experience with Workforce Management platforms recommended.
• Ability to work independently and meet deadlines.

Benefits

• Competitive salary range.
• Opportunity to work with a talented team.
• Focus on customer satisfaction and quality.
• Commitment to sustainable practices.
• Innovative work environment.