Virginia Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst.

Key Responsibilities

• Manage agent skills and queue assignments for optimal phone coverage and service level goals
• Monitor daily schedule adherence and take corrective actions to enhance staffing efficiency
• Track real-time call and workload activity, responding to variances in demand and service levels

Required Qualifications

• Experience in workforce/performance management or contact center operations
• Proficiency in Microsoft tools, especially Excel, and experience with call center software
• Progressive work experience in collections, customer service, or tax administration
• Experience in generating and reporting key performance indicators in a high-volume environment
• Knowledge of call center etiquette and the ability to handle sensitive information