Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst to analyze contact center trends and manage workforce activities.

Key Responsibilities

• Analyze contact center trends and maintain forecasts and staffing plans
• Create and maintain service plans and make tactical adjustments based on business needs
• Develop and maintain call queues and skill sets in partnership with the telecom team

Required Qualifications

• HS/GED and 2 years of experience or an Associate's Degree
• Knowledge of contact center key performance indicators and workforce management tools
• Advanced Excel skills
• 2-4 years of experience in Workforce Management or contact center management
• Must be 18 years of age or older