Workforce Management Analyst

Job Summary

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

Key Responsibilities

• Centralize and sustain Workforce Management functions across call center operations to improve efficiency
• Generate accurate schedules and forecasts while maintaining minimal errors and adhering to labor rules
• Communicate workload forecasts and changes effectively to the Senior Leadership team

Required Qualifications

• Associate degree or High School Diploma with 3+ years of relevant professional experience
• Experience in a contact center environment with coaching and feedback capabilities
• Demonstrated knowledge and experience in Workforce Management technology
• Strong proficiency in Workforce Management KPIs and concepts
• Proven record of strategic support in a contact center environment