Workforce Management Analyst
United States
Full Time
5 hours ago
$50,830 - $81,329 USD
No Visa Sponsorship
Key skills
Leadership
About this role
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