Monitor real-time performance across contact center and pharmacy ops.
Track service levels, queue volumes, and agent adherence.
Identify intra-day staffing gaps, risks, and opportunities.
Execute real-time adjustments: queue reassignments, breaks, overtime, VTO.
Partner with Scheduling, Forecasting, and Operations to align planned vs actual staffing.
Maintain real-time dashboards and reports; escalate outages or spikes as needed.

🎯 Requirements

Experience with WFM tools (Assembled preferred) or similar.
Strong analytical skills; Excel/Google Sheets; SQL, Python, or Tableau a plus.
Excellent written and verbal communication with stakeholders.
Ability to multitask, prioritize, and make quick decisions.
Detail-oriented, proactive, adaptable with ownership.

🎁 Benefits

Equal opportunity employer; welcoming diverse backgrounds.
Applicants may receive SMS/MMS updates about their application.

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