Workforce Management Analyst

Role Description

This Workforce Management Analyst provides direction and management of Scheduling & Forecasting to ensure that the program planning and real-time (intra-day) workforce management (WFM) supports business and client objectives for multi-site contact center operations.

• Provides Scheduling & Forecasting for all Customer Service Operations.
• Provides the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency.
• Provides optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities.
• Oversees the accurate compilation and distribution of information and reports to identified stakeholders.
• Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Project Management teams to ensure consistent business / operational goals.
• Day-to-day management of scheduling and forecasting of multi-site contact centers.
• Performs other related duties and assignments as required and as assigned.

Qualifications

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor’s Degree Program or equivalent combination of experience and education.
• Normally requires two (2)+ years directly related and progressively responsible experience.

Requirements

• 2+ years experience in an inbound multi-site contact center preferred.
• 2+ years experience performing forecasting, scheduling and intra-day staff management functions in multi-site inbound contact center preferred.
• Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, NICE, Verint, etc.) preferred.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness.
• Support for working families, including backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.