Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst to support omnichannel contact center operations.

Key Responsibilities

• Create and maintain distributable reporting
• Collaborate with Operations Leadership on Workforce Management tasks
• Provide data-driven insights for continuous improvement efforts

Required Qualifications

• 4-7 years of Workforce Management experience in an omnichannel contact center environment
• Expert proficiency with WFM and ACD tools (e.g., NICE, Genesys, Verint)
• Advanced proficiency in Google/Office Suite
• Analytical mindset with experience in data analysis
• Familiarity with BI tools like Looker, Tableau, or PowerBI is a plus