Description
The Traffic Analyst monitors contact center queue performance, capacity, schedule adherence, and intraday supply versus demand; updates forecasts; recommends staffing and overtime adjustments; supports real-time operations; and collaborates with workforce management and operations teams to meet service-level and financial targets. The role requires contact center experience, WFM real-time or intraday management experience preferred, spreadsheet and WFM platform skills, and a flexible schedule including evenings, weekends, and holidays.
