Senior Workforce Analyst

Job Summary

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