Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst to enhance support operations through strategic forecasting and scheduling.

Key Responsibilities

• Build and maintain forecasting models and capacity plans to align staffing with business objectives
• Create optimized agent schedules and manage real-time adherence to maintain service levels
• Lead the implementation of WFM technology and produce analytics and reporting on workforce metrics

Qualifications

• 3-5 years of workforce management experience in a contact center or customer support environment
• Expert-level Excel skills and proficiency with WFM platforms
• Strong SQL skills for data extraction and analysis
• Bachelor's degree in Business, Statistics, Mathematics, Industrial Engineering, or related field preferred
• Experience with BI tools and understanding of contact center metrics