Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst.

Key Responsibilities

• Forecast contact volumes and develop staffing models to meet service level targets
• Build and maintain agent schedules while monitoring real-time performance for adjustments
• Produce WFM reports and provide actionable insights to leadership

Required Qualifications

• 2-5 years of Workforce Management or analytics experience in a call center environment
• Strong understanding of call center metrics such as SLA, ASA, and AHT
• Advanced Excel skills, including pivot tables and modeling
• Experience with WFM tools and supporting seasonal or high-growth environments
• Familiarity with CX platforms like Zendesk or Salesforce