Workforce Management Analyst

A company is looking for a Workforce Management Analyst to enhance support operations through strategic forecasting and scheduling.

Key Responsibilities

Build and maintain forecasting models and capacity plans to align staffing with business objectives

Create optimized agent schedules and manage real-time adherence to maintain service levels

Lead the implementation of WFM technology and produce analytics and reporting on workforce metrics

Qualifications

3-5 years of workforce management experience in a contact center or customer support environment

Expert-level Excel skills and proficiency with WFM platforms

Strong SQL skills for data extraction and analysis

Bachelor's degree in Business, Statistics, Mathematics, Industrial Engineering, or related field preferred

Experience with BI tools and understanding of contact center metrics