Workforce Analyst / Workforce Management / WFM Analyst

Position : Workforce Analyst
Location: Baltimore Maryland Remote
Direct Client Requirement

Job Description:
Must have 1+ years workforce analysis experience, like tracking & analyzing calls, identify trends, perform root cause analysis, analyze staffing performance and productivity metrics and supporting creating rosters. This 1 year experience must be within a high-volume call center environment.
Must have experience with NICE or Gensis Cloud. Anyone one tool.
Must have advance excel and if they have SQL is a nice to have.
Internal Notes: Not looking for calling or call center agents. This is a Workforce Analyst role.