Victra - Verizon Authorized Retailer in Winterville, NC seeks a real-time Workforce Management (WFM) Analyst to monitor contact-center performance, manage alerts, and ensure operational continuity through proactive analysis and communication.
You will analyze KPIs like service levels, AHT, queue lengths, and agent availability, prepare dashboards, respond to alerts, and provide mid-day and end-of-day performance reports.
