Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Scheduling Analyst to manage scheduling processes in support of call center operations.

Key Responsibilities

• Prepare and analyze staff schedules to meet service level requirements
• Create and maintain shift profiles and scheduling rules within workforce management software
• Administer call center payroll processing in accordance with HR deadlines

Required Qualifications and Education

• Three to five years of experience in a call center environment with workforce management technology
• BA or BS degree highly preferred
• Working knowledge of Verint Workforce Optimization, IEX, or Pipkins preferred
• Experience with AVAYA-based telephony systems and skills-based routing preferred
• Previous intraday management experience preferred