Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst responsible for capacity planning and performance monitoring in a contact center environment.

Key Responsibilities

• Manage workforce planning, forecasting, scheduling, and reporting for a 24/7 contact center
• Monitor contact center performance metrics and make real-time adjustments to staffing and schedules
• Collaborate with leadership and operations to address performance issues and ensure service level objectives are met

Required Qualifications

• 4+ years of experience in Workforce Management or a similar analytical role
• Bachelor's degree or equivalent combination of education and applicable job experience
• Knowledge of workforce forecasting, scheduling, and contact center technologies
• Experience with workforce management and scheduling tools
• Proficient in data analysis using tools like MS Excel and PowerBI