Workforce Management Analyst

E-Solutions

Workforce Management Analyst – Voice OperationsJob Location: San Antonio, TXRole Summary: The Workforce Management (WFM) Analyst will support end-to-end workforce planning and real-time management for a high-volume voice operation. This role is responsible for forecasting, scheduling, queue management, and intraday performance monitoring to ensure service level targets are consistently met. The ideal candidate brings strong analytical skills, hands-on Excel expertise, and the ability to communicate insights clearly through presentations for operations leadership.Key Responsibilities:Workforce Planning & ForecastingDevelop and maintain short-term and long-term forecasts for voice volumes, AHT, and staffing requirementsPerform variance analysis between forecast vs. E-Solutions

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Vacancy posted 4 days ago

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