Workforce Management Analyst

📋 Description

• Develop and maintain accurate short and long-term forecasts for multi-channel contact volumes
• Translate forecasts into staffing requirements and create optimized agent schedules that meet
• Monitor real-time performance across all channels and make proactive, intraday adjustments to
• Manage agent schedule adherence, time-off requests, and other scheduling adjustments.
• Collaborate with operations, marketing, and other departments to gather insights that impact
• Provide clear and concise communication regarding performance, schedules, and staffing decisions to

🎯 Requirements

• Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field
• 2-3 years of experience within a multi-channel contact center environment (inbound, outbound, email
• Experience with a major WFM software platform (e.g., NICE IEX, Verint, Aspect, Genesys, Calabrio).
• Ability to collect, analyze, and interpret complex data to derive insights and make data-driven
• Understanding of various forecasting methodologies and their application in a contact center.
• Functional knowledge of WFM systems for forecasting, scheduling, and real-time management.