Work Force Planning Analyst

The WFM Command Center Analyst is responsible for real-time performance management across our contact center network and acts as a key support partner to Command Center Operations Managers. This role ensures operational continuity by executing intraday interventions, maintaining accurate skilling and routing in Genesys Cloud, and providing timely reporting and insights that enable Operations Managers to make informed decisions.

Key Responsibilities

• Support Command Center Operations Managers by providing real-time data, alerts, and actionable recommendations. Assist in implementing tactical decisions and document outcomes.
• Monitor service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy. Escalate anomalies and execute corrective actions under Operations Manager guidance.
• Track adherence exceptions and collaborate with Operations Managers and production leaders to resolve variances. Update schedules and exceptions in ...