Workforce Management Analyst

Location: Remote

Compensation: To Be Discussed

Reviewed: Sat, May 31, 2025

This job expires in: 8 days

Job Category: Information Technology

Weekly Hours: Full Time

Employment Status: Permanent

Employer Type: Employer

Career Level: Entry Level, Experienced

Education Level: Some College

Job Summary

A company is looking for an Associate Workforce Management Analyst.

Key Responsibilities

Monitor real-time adherence, volumes, and KPIs, communicating trends and outliers to stakeholders
Update agent schedules based on time-off requests and other necessary adjustments
Analyze data to identify trends and collaborate with teams to adjust staffing levels and resource allocation

Required Qualifications

At least 2+ years of experience in Customer Service, Support, or real-time analyst roles
Proven ability to thrive in a dynamic, results-oriented environment with a focus on Customer Experience
Demonstrated technical proficiency with contact center software and workforce management tools
Operational and analytical expertise with a solid understanding of call center KPIs and SLAs
Strong Microsoft Office skills, especially in Excel

COMPLETE JOB DESCRIPTION

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