Workforce Management Planning Analyst

Job Summary

A company is looking for a Workforce Management (WFM) Planning Analyst to analyze contact and staffing data for forecasting and staffing needs.

Key Responsibilities

• Analyze contact and staffing data to forecast contact volumes and staffing requirements
• Produce staffing plans based on historical data to determine trends and staffing needs
• Collaborate with WFM Scheduling Analyst and WFM Manager to improve processes and procedures

Required Qualifications

• BA/BS in Business or Mathematics or equivalent work-related experience
• 2+ years' experience in a contact center environment with an administrative or operational function
• 1+ years' experience using WFM enterprise software preferred
• Strong working knowledge of contact center procedures and core processes
• Knowledge of Verint Impact 360 WFM enterprise or similar software preferred