Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst to support the Insurance Operations team in a remote environment.

Key Responsibilities

• Develop and analyze long- and short-term forecasting for the Insurance Operations Contact Center
• Administer workforce management technology, including profile build and skill management
• Perform real-time analysis of contact center queues and staffing needs, providing recommendations for resource planning

Required Qualifications

• 4 Year/Bachelor's degree or equivalent work experience, or 4 years of experience in lieu of a Bachelor's
• 3 - 5+ years of experience in forecasting or workforce management in call centers
• Proficiency in Microsoft Office Suite, particularly Excel
• Understanding of call center or back-office technology
• Knowledge of the Verint system or similar workforce management systems