Summary from listing
BCD Travel is hiring a full-time, onsite Workforce Management Analyst, Contact Center Operations in Sri Lanka. The role monitors real-time service levels, staffing coverage, queue performance, and agent adherence; adjusts workforce schedules and skill assignments; analyzes performance and forecasting variances; and develops reports and recommendations to improve contact center operations. Candidates need at least two years of experience in workforce management, real-time analysis, or a similar contact center workforce planning role, along with knowledge of workforce management systems, forecasting, scheduling, adherence management, and contact center technologies, plus advanced Microsoft Excel and analytical skills.
