Workforce Management Analyst

Lumen Solutions Group Inc.

Workforce Management AnalystLumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.Location: Washington, DC (Remote)Job Type: Contract-To-HireJob Summary: We are seeking a Workforce Management Analyst to monitor call center volumes, traffic patterns, forecasts, and service levels to support optimal staffing and customer service performance.Key Responsibilities:Analyze intraday/historical call volume, trends, and service levels.Monitor queues and support real-time staffing adjustments.Prepare workforce, workload, and performance reports.Analyze data and provide support to senior workforce analysts.Identify opportunities to improve staffing, processes, and service efficiency.Required Skills & Qualifications:1+ year of Workforce Management, scheduling, forecasting, or high-volume call center experience.NICE or Genesys Cloud experience – Mandatory.Strong Excel/data analysis skills.Strong analytical and communication skills.High-volume call center experience, including telecom/Verizon, is a plus.Lumen Solutions Group Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.

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Vacancy posted 3 days ago

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