Workforce Management Analyst
VirtualVocations
Supporting a Customer Service Center remotely on a contract-to-hire basis, the Workforce Management Analyst will analyze historical call data to forecast workload trends, develop staffing plans, and ensure service level objectives are met. Key responsibilities Forecast call volume and staffing/resource needs to create effective capacity plans Develop and maintain staffing plans and schedules aligned with service objectives Design and manage reports tracking key service metrics and monitor schedule adherence Required qualifications Bachelor's degree or equivalent experience (4 additional years of relevant experience in lieu of a degree) 3+ years of experience in service center operations or scheduling/forecasting within a call center environment Advanced proficiency in Microsoft Excel, including pivot tables and data analysis techniques Knowledge of workforce management principles, including forecasting, scheduling, and contact center KPIs Experience with WFM/contact center platforms such as Genesys Cloud or NICE IEX/CXone
Vacancy posted 19 days ago
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