Workforce Analyst (Helpdesk Customer Support)

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...