Workforce Analytics Manager
Job Summary
A company is looking for a Workforce Analytics Manager to support the operations of their Customer Service and Success teams.
Key Responsibilities
- Collaborate with teams to create accurate contact volume forecasts and determine staffing needs
- Conduct analyses and prepare operational reports for management and senior leadership
- Coordinate with BPO partners to optimize staffing during high volume periods
Required Qualifications
- 5-7 years of experience in call center operations, with 3-5 years in a leadership role
- 5-7 years of workforce management experience focused on planning and modeling
- Proficiency with WFM applications and scheduling software
- Expertise in Excel and reporting software
- Experience in a multi-channel environment for workforce planning and scheduling
COMPLETE JOB DESCRIPTION
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Company Overview
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