Workforce Management Analyst

Role Overview

• Optimize staffing, scheduling, and real-time contact center performance
• Analyze historical trends to develop forecasts
• Create and manage agent schedules
• Monitor real-time volume and service levels
• Automate forecasting and reporting processes
• Execute intraday schedule adjustments
• Identify and resolve intraday risks or issues
• Produce KPI reporting and deliver updates
• Document incidents and actions for continuous improvement
• Present actionable insights to leadership
• Partner with various teams to resolve service level issues
• Administer WFM/ACD platforms for various tasks

Requirements

• Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
• Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
• Experience identifying performance risks proactively and taking corrective action to maintain service level targets required.
• High school diploma or equivalent required
• Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred.

Benefits

• Flexible telecommute policy
• medical, vision, and dental insurance
• incentive program
• paid time off and holidays
• 401(k) plan
• volunteer opportunities
• tuition reimbursement and training
• life insurance
• options such as a flexible spending account