Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst.

Key Responsibilities

• Communicate with management and operations teams to ensure compliance with WFM standards and develop service level standards
• Create and manage training and work schedules, ensuring adequate resource coverage and resolving scheduling issues
• Perform real-time monitoring and forecasting to make necessary staffing adjustments and analyze performance metrics

Required Qualifications

• Bachelor's Degree from an accredited College/University or four additional years of relevant experience in lieu of a degree
• 13 or more years of demonstrated WFM experience, preferably with multi-site operations
• Experience with Genesys Workforce Management software; Genesys Cloud experience is a plus
• Strong quantitative, analytical, and technical aptitude skills
• Ability to maintain a flexible work schedule, including potential weekend coverage