Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst responsible for optimizing workforce operations and managing scheduling processes.

Key Responsibilities

• Serve as the primary point of contact for workforce management policies and optimization issues
• Oversee call forecasting and agent scheduling, ensuring service level targets are met
• Manage real-time changes to agent schedules and maintain scheduling software

Required Qualifications

• Bachelor's degree in business or a relevant area
• 2-4 years of experience in a call center workforce analyst position
• Experience with scheduling and forecasting software, such as Genesys
• Strong computer skills, including advanced knowledge of MS Suite and MS Access
• Organizational and project management skills for cross-functional projects