Resource Optimization Senior Associate – Hive – Cloud Support

About the role

As a Resource Optimization Senior Associate you will support a 24x7 contact‑center operation, ensuring real‑time service delivery, monitoring queues, and managing stakeholder communications. The role works closely with Operations to maintain schedule adherence and drive efficiency.

Key responsibilities

• Drive real‑time schedule adherence and meet service‑level goals.
• Escalate service‑impacting issues between Operations and support teams.
• Conduct daily, weekly and ad‑hoc root‑cause analysis of staffing and metric failures.
• Identify spikes in service levels, agent‑state anomalies and perform post‑mortem analysis.
• Analyze historical performance data and provide proactive recommendations.
• Follow incident‑management processes and ensure timely communications.
• Monitor case arrivals, assign cases to appropriate agents, and perform scrubbing tasks.

Required profile

• 1–2 years experience in Contact Center Workforce Management (e.g., WFM analyst, scheduler).
• Strong oral and written communication skills with the ability to multitask.
• Analytical mindset with the ability to prepare data‑driven recommendations.
• Proficiency in Microsoft Excel, Office Suite and Google Workspace.
• Ability to quickly draft clear email communications for vendor partners.
• Adaptability to a dynamic environment and independent decision‑making.

Required skills

• Microsoft Excel
• Google Sheets
• Google Workspace (Docs, Slides, etc.)
• Verint WFM (or similar workforce‑management tools)
• Aspect eWFM
• NICE IEX
• SQL for large‑dataset analysis

What we offer

• Competitive wages and comprehensive health benefits (medical, dental, vision).
• Family‑friendly policies including gender‑neutral baby bonding leave and 18‑week maternity leave.
• Life, accident and disability insurance with generous minimums.
• On‑site amenities such as free meals for eligible employees.