Role Overview The Workforce Analyst supports customer support operations by ensuring optimal staffing, schedule adherence, and service level performance across multiple support channels. This role focuses on real-time monitoring, forecasting, scheduling, and workforce analytics to maintain efficient operations in a fast-paced, multi-channel environment within a BPO or customer support setting.

Key Responsibilities

1. Real-Time Queue & Workforce Monitoring

• Continuously monitor live customer interaction queues across chat, email, voice, and ticketing channels to ensure adequate staffing coverage and service level compliance.
• Track agent availability and adherence using workforce and CRM dashboards, identifying deviations that may impact operational performance.
• Escalate staffing risks such as sudden volume increases, queue backlogs, or resource gaps to operations leadership with actionable recommendations.
• Moni...