Workforce Management Analyst

Job SUMMARY

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.  This position requires some evening and weekend availability as business needs arise.

Minimum Requirements

Bachelor’s Degree in a computer-related course preferred.

1 – 2 years of relevant work experience in workforce management or similar field preferred.

Working knowledge of workforce management systems.

Experience in forecasting in a contact center environment and scheduling to those needs is a plus.

Work Environment

Essential Functions:

Competencies & Skills

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