Senior Workforce Management Analyst

Job Summary

To support the Contact Center Support team, the full-time remote Senior Workforce Management Systems Analyst will develop operational forecasts, analyze data trends, and collaborate with business leaders to optimize workforce management strategies.

Key responsibilities:

• Establish ad-hoc reports and templates, and make recommendations for improvements in call statistics
• Develop and maintain statistical forecast models for workload and staffing requirements, analyzing forecast vs. actual trends
• Utilize advanced SQL programming and performance analytics tools to identify agent behaviors and recommend action items for efficiency

Required qualifications:

• Bachelor's degree in business, accounting, finance, statistics, or economics, or equivalent experience
• Minimum of 8 years' experience in call-center forecasting
• Advanced Excel skills, including proficiency with formulas, pivot tables, and Power BI
• Hands-on experience with WFM Software, specifically Alvaria
• In-depth knowledge of workforce management tools and processes, with experience in Contact Center technology