Senior Workforce AnalystVirtualVocations • Springfield, Missouri, United States
Senior Workforce Analyst
VirtualVocations • Springfield, Missouri, United States
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]
A company is looking for a Sr. Contact Center Workforce Analyst.
Key Responsibilities
Produce call volume forecasts and staffing requirements for the call center
Develop and maintain staff work schedules, manage real-time schedule exceptions, and track call center service levels
Mentor workforce analysts and educate support teams on Workforce Management (WFM) tools and functions
Required Qualifications
Bachelor's degree or equivalent experience
5+ years of experience in forecasting, operating a Workforce Management System, or contact center reporting
Experience using Microsoft Office, PowerPoint, and Excel
Fluent in both verbal and written English
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