Workforce Management Analyst

A company is looking for a Workforce Management Scheduling Analyst to manage scheduling and staffing requirements for optimal service levels.

Key Responsibilities

Create and maintain agent schedules to meet service level goals

Process time off requests, shift swaps, and manage shift bids

Analyze site performance to align schedules with staffing needs based on call and chat volume

Required Qualifications

Education : High school diploma or equivalent required

Experience : 2+ years in customer service, preferably in an automated system environment

Strong experience in Workforce and ACD tools / systems

Excellent knowledge of MS Windows, Excel, and Word required

Strong understanding of contact centers