Workforce Management Analyst
Job Summary
Optimizing staffing levels and agent productivity, the full-time remote Workforce Management Analyst will develop forecasts, create agent schedules, and monitor real-time performance across various contact center channels to meet service level agreements and enhance customer satisfaction.
Key responsibilities:
- Develop and maintain accurate short and long-term forecasts for multi-channel contact volumes
- Translate forecasts into staffing requirements and create optimized agent schedules
- Monitor real-time performance and make proactive adjustments to staffing and applications
Required qualifications:
- Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field
- 2-3 years of experience in a multi-channel contact center environment, preferably in a Workforce Management role
- Experience with major WFM software platforms (e.g., NICE IEX, Verint, Aspect)
- Advanced Excel skills including pivot tables, VLOOKUPs, and complex formulas
- Understanding of various forecasting methodologies and their application in a contact center
Complete Job Description
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