CS Workforce Analyst (User Management)

TL;DR

CS Workforce Analyst (User Management): Manages real-time queue traffic, monitors agent performance, and oversees skill allocation to ensure operations remain within agreed service levels with an accent on WFM systems configuration and user access management. Focus on making immediate adjustments based on volume fluctuations, identifying performance gaps, and supporting team leads in maintaining operational stability.

Location: Colombo, Sri Lanka

Company

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

What you will do

• Manage real-time queue traffic, monitor agent performance, and oversee skill allocation to ensure service levels are met.
• Administer the creation and deactivation of User Access Accounts in various WFM tools.
• Liaise with Fraud and Risk Access Management Team for database and CRM access.
• Consolidate, maintain, and cascade user accounts for all Customer Support employees.
• Manage the Customer Support Master headcount database file and user account modifications.
• Create and publish WFM systems-related work instructions and documentation.

Requirements

• Preferably a college graduate with at least 1 year experience in Workforce Management.
• Intermediate knowledge in MS Excel or Gsheet.
• Basic knowledge in Microsoft applications or Gsuite.
• Strong English written and communication skills.
• Knowledge of contact center metrics and environment is a must.

Culture & Benefits

• Diverse and international culture that embraces the global community.
• Offers office-based, hybrid, and remote work on permanent and consultancy contracts.
• Committed to building a team with a variety of backgrounds, skills, and views, embracing diversity and equality.