Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Scheduling Analyst.

Key Responsibilities

• Own workforce scheduling for a 24/7 multi-channel customer support operation
• Develop and maintain optimized agent schedules aligned with forecasts and service level targets
• Provide operational guidance to real-time analysts to ensure effective schedule execution

Required Qualifications

• 4+ years of workforce management experience in a contact center environment
• Strong expertise in workforce scheduling within a 24/7, multi-channel contact center
• Hands-on experience with Verint Workforce Management
• Strong understanding of workforce management concepts including service level and schedule adherence
• Advanced Excel and reporting skills