Workforce Management Analyst
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Job Summary
To optimize workforce performance in a fully remote capacity, the full-time salaried Workforce Management Analyst will manage demand-to-hours planning, vendor governance, and outbound campaign strategy while leveraging data analytics to enhance operational efficiency.
Key responsibilities
- Convert forecasts into production hours and maintain a rolling 90-day plan for vendor capacity
- Govern vendor performance against service level agreements, ensuring compliance and accurate reporting
- Design and implement outbound campaign strategies within the Genesys Cloud platform to maximize contact rates
Required qualifications
- 5+ years of experience in contact center workforce planning or operations analytics
- Direct experience with outbound dialer programs and capacity planning
- Proficiency in SQL and advanced Excel
- Ability to develop capacity models from first principles
- Bachelor's degree in a quantitative or business field, or equivalent experience
Complete Job Description
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