Workforce Management Analyst
Job Summary
Focusing on case management, the full-time Workforce Management Analyst will support team leaders by developing staff schedules, analyzing performance data, and preparing workforce analysis reports while working remotely with a Wednesday-Sunday shift.
Key responsibilities
- Monitor call center resources and workloads in real-time to meet performance guarantee targets
- Forecast staffing needs and schedules based on historical trends and business drivers
- Collaborate with leadership to optimize Workforce Engagement tools and ensure accurate reporting
Required qualifications
- High School diploma or equivalent
- 5 years of Contact Center or Workforce Planning experience
- Experience with Excel spreadsheets, ACD reporting, and forecasting methodologies
- Ability to work in a fast-paced environment while managing multiple tasks
- Possesses a high level of accountability in achieving performance targets
Complete Job Description
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