Workforce Management Senior Analyst

Job Summary

A company is looking for a WFM Senior Analyst to optimize operations and support customer service teams in meeting service level goals.

Key Responsibilities

• Ensure optimal staffing and scheduling of Customer Service Associates to meet service level and productivity goals
• Analyze schedules and key performance metrics, providing actionable insights and recommendations
• Monitor real-time queue data and adjust staffing levels in response to call volumes and production issues

Required Qualifications

• College degree in Math, Analytics, Computer Programming, or related fields
• At least 2 years of experience in a similar role, such as Scheduler or Forecasting
• Proficiency in workforce management tools and scheduling software
• Willingness to work graveyard shifts as needed
• Ability to manage multiple tasks and adapt to changing priorities in a fast-paced environment