Mission Control Analyst

Intraday real-time monitoring of call traffic and agent efficiencies across all sites. Provide root cause analysis for call queues and recommend action plans to meet efficiency metrics. Co-host daily WFM team huddles to discuss real-time strategies and monitor adherence to schedules. Generate intraday reports on KPIs and escalate issues when necessary.

Minimum of 2 years of experience in Workforce Management and in an inbound contact center setting. Strong analytical and organizational skills with the ability to prioritize tasks. Proven ability to work independently and in a team-oriented environment.