Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst to monitor call center activities and provide analytical support.

Key Responsibilities

• Monitor call center activity and make schedule adjustments
• Report on call center performance and identify individual issues
• Investigate anomalies in call volume and suggest improvements to management

Required Qualifications

• Prior experience in a medium to large call center
• Experience with WFM administrative tasks and real-time scheduling support
• High school diploma or GED equivalent; college degree preferred
• Proficiency in Excel and PowerPoint; experience with Verint WFM is a plus
• Ability to analyze reports and investigate issues at an individual level