Workforce Management Analyst

Job Summary

A company is looking for a Member Care Workforce Analyst.

Key Responsibilities

• Create and maintain daily schedules for the call center across various channels
• Perform real-time monitoring of attendance, queue performance, and schedule adherence
• Collaborate with management to identify workforce optimization opportunities and report on performance metrics

Required Qualifications

• Minimum of 2 years in Workforce Management
• Experience in a Contact Center with familiarity in relevant metrics
• Experience with WFM platforms such as Amazon Connect or NICE InContact
• Proficiency in intermediate Excel functions, including V-Lookups and Pivot Tables
• Experience managing performance metrics for a customer service team of 50 agents or more