Senior Workforce Analyst

Job Summary

A company is looking for a Senior Workforce Analyst - Contact Center.

Key Responsibilities

• Monitor real-time volume, AHT, and staffing requirements in a multi-skill contact center environment
• Forecast call volume, AHT, and shrinkage at various levels and perform administrative duties within workforce management software
• Provide intraday real-time data analysis and maintain communication with contact center/BPO vendors to meet scheduling and resource requirements

Required Qualifications

• 4+ years working in a contact center workforce management environment
• 3+ years' experience using NICE IEX workforce management software system
• Prior experience forecasting call volume, AHT, and shrinkage
• Prior experience using scheduling functionality within a workforce management tool
• Knowledge of contact centers and customer service operations