Senior Workforce Management Analyst
Job Summary
Working remotely on a full-time basis, the Senior Workforce Management Analyst will optimize call center staffing levels, manage agent schedules, and analyze operational performance to ensure efficient business operations.
Key responsibilities
- Create and manage staff schedules to meet service level goals
- Forecast future call volumes and staffing needs using historical data
- Monitor real-time queue metrics and agent performance in Amazon Connect
Required qualifications
- Bachelor's Degree preferred with 5-8 years of relevant experience, or a combination of experience and education
- Minimum 5 years of call center experience, preferably in a WFM role
- Strong hands-on experience with Amazon Connect or similar cloud contact center platforms
- Expert knowledge of WFM applications and software
- Deep understanding of WFM concepts like Erlang models, adherence, occupancy, and shrinkage
Complete Job Description
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