Workforce Management Analyst

Job Summary

Supporting a Customer Service Center remotely, the contract-to-hire Workforce Management Analyst I will monitor and analyze call volume and traffic flow to ensure service level objectives are met while collaborating with supervisors to adjust staffing and provide performance reports.

Key responsibilities

• Analyze intraday and historical performance to support operational service goals
• Monitor queue activity and service levels, responding to changing conditions
• Provide regular workload/workforce reporting and recommend process improvements

Required qualifications

• Bachelor's degree or equivalent experience (4 additional years in lieu of a degree)
• 1+ year of experience in a scheduling, forecasting, or traffic environment
• Intermediate to advanced Excel skills, including pivot tables and data analysis
• Foundational knowledge of WFM and contact center metrics (AHT, ASA, etc.)
• Experience with contact center/WFM tools such as Genesys Cloud or NICE IEX/CXone