Senior Workforce Analyst

A company is looking for a Senior Workforce Analyst (Remote).

Key Responsibilities

Develop and maintain capacity models to support organizational service level objectives

Collaborate with stakeholders to provide workload projections and optimize staffing strategies

Monitor workforce performance KPIs and lead exception management and schedule optimization

Required Qualifications

10+ years of experience in workforce management, particularly in contact centers or customer operations

Bachelor's degree in a related field or equivalent work experience

Strong experience with Workforce Management software and advanced forecasting skills

Proficiency in Microsoft Office and familiarity with BI tools

Deep understanding of contact center operations and metrics