CS Workforce Analyst (Real Time Analyst)

TL;DR

CS Workforce Analyst (Real Time Analyst): Managing operational functions and KPIs of contact centers to ensure service levels are met, with an accent on real-time queue traffic, agent performance, and schedule adherence. Focus on initiating escalation procedures, providing impact analysis for unplanned events, and administering intraday schedule changes.

Location: Onsite in Colombo, Sri Lanka

Company

hirify.global forms part of a group of B2C sports betting and B2B sportsbook technology companies, delivering sports betting and casino products worldwide.

What you will do

• Manage intraday service level goals.
• Monitor and report real-time adherence to schedules and Not Ready Code usage.
• Initiate escalation procedures when KPI thresholds are exceeded.
• Provide day-of impact analysis for outages and staffing shortages.
• Approve real-time requests for offline events and administer intraday schedule changes.
• Communicate effectively with internal and external customers.

Requirements

• Ability to communicate effectively with stakeholders across different territories.
• Independent judgment in managing and monitoring CS KPIs.
• At least 1 year of experience in Workforce Management.
• Intermediate knowledge in MS Excel or Gsheet.
• Strong English written and communication skills.
• Knowledge of contact center metrics and environment is a must.

Nice to have

• Experience in Verint and Avaya platforms.

Culture & Benefits

• Offers office-based, hybrid, and remote work on permanent and consultancy contracts.
• Embraces a diverse and international culture that acts locally.
• Committed to building a team with a variety of backgrounds, skills, and views.