Workforce Management Analyst
Job Summary
Supporting a healthcare contact center, the remote Workforce Management Analyst will monitor real-time agent status, manage staffing levels, and analyze performance metrics to optimize resource allocation during a 6-month contract.
Key Responsibilities
- Monitor real-time agent status, phone queues, and staffing levels
- Communicate with agents regarding schedule adherence and adjustments
- Analyze call volume and staffing trends to support workforce management functions
Required Qualifications
- Previous Workforce Management experience in a medium or large contact center
- Contact center operations experience
- Advanced Microsoft Excel experience
- Experience with Microsoft Visio and PowerPoint
- High school diploma or GED required (college degree preferred)
COMPLETE JOB DESCRIPTION
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