Workforce Management Analyst

Job Summary

Supporting Contact Center staff to achieve operational goals, the full-time remote Workforce Management Analyst will manage daily workforce planning, scheduling, and performance reporting.

Key responsibilities

• Retrieve and record customer service absences and schedule changes, notifying stakeholders as necessary
• Create and adjust schedule assignments for Customer Service Agents based on service demand and unplanned absences
• Monitor real-time schedule adherence and provide support for the Contact Center WFM System, resolving inquiries and escalations

Required qualifications

• High school diploma or equivalent
• One year of experience in contact center and workforce management support preferred
• Proficiency in MS Word and Excel
• Basic understanding of Call Center Management Systems (WFM and ACD) preferred
• Experience conducting data analysis and ad-hoc reporting preferred