Workforce Management Analyst Supervisor

Job Summary

A company is looking for a Workforce Management (WFM) Analyst Supervisor to lead workforce management teams and ensure optimal staffing levels.

Key Responsibilities

• Develop and adjust agent schedules to meet forecasted demand
• Monitor real-time performance and make staffing adjustments as needed
• Supervise and coach workforce management team members while fostering continuous improvement

Required Qualifications

• Bachelor's degree in business, operations management, or related field (or equivalent experience)
• 4+ years of experience in a contact center environment, with at least 1 year in a supervisory role
• Proficiency with WFM software (e.g., NICE, Verint, Genesys, Aspect)
• Knowledge of contact center KPIs and best practices
• Strong business acumen