Financial Planning & Analysis Analyst 1
MILLENNIUMSOFT
Roles & Responsibilities
- Develop and manage workforce schedules and forecasts based on data and trends.
- Monitor real-time performance and adjust staffing to meet KPIs.
- Create dashboards and reports to track performance and identify improvements.
- Analyze workflow data to support decision-making and process optimization.
- Collaborate with IT for access, troubleshooting, and system integration.
- Support Quality, Workforce, and Training functions through data-driven insights.
- Manage PTO scheduling and assist in planning to maintain service levels.
- 2-4 years in Workforce Management, Real-Time Operations, or Contact Center Analytics.
- Experience with forecasting, dashboards, and performance reporting in multi-site operations.
- Strong analytical and problem-solving skills.
- Proficiency in Excel and WFM tools (e.g., Verint, NICE, Genesys).
- Knowledge of contact center metrics and operational workflows.
- Excellent communication and time management abilities.
- Ability to collaborate across teams and manage shifting priorities.
- Bachelor's degree in Business, Operations, Statistics, or a related field.
- Strong analytical background and understanding of WFM processes.
Vacancy posted 4 days ago
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