Workforce Management Analyst

Job Summary

A company is looking for an Associate Workforce Management Analyst.

Key Responsibilities

• Monitor real-time adherence, volumes, and KPIs, communicating trends and outliers to stakeholders
• Update agent schedules based on time-off requests and other necessary adjustments
• Analyze data to identify trends and collaborate with teams to adjust staffing levels and resource allocation

Required Qualifications

• At least 2+ years of experience in Customer Service, Support, or real-time analyst roles
• Proven ability to thrive in a dynamic, results-oriented environment with a focus on Customer Experience
• Demonstrated technical proficiency with contact center software and workforce management tools
• Operational and analytical expertise with a solid understanding of call center KPIs and SLAs
• Strong Microsoft Office skills, especially in Excel