Senior Workforce Management Analyst

Job Summary

Working remotely on a full-time basis, the Senior Workforce Management Analyst will assess Contact Center staffing needs, create forecasts for scheduling, and provide real-time monitoring to ensure timely handling of customer calls.

Key responsibilities

• Create short-term and long-term forecasts for staffing and scheduling needs
• Develop and maintain schedules that align with call arrival patterns and manage vacation and time-off planning
• Communicate daily service level forecasts and collaborate with operations leadership to adjust staffing as necessary

Required qualifications

• Minimum of three years of experience in a Contact Center environment
• Experience with Alvaria WFO
• Proven ability to solve problems creatively and manage time efficiently
• Experience in a geographically dispersed organization
• Strong customer-service orientation and ability to maintain confidentiality