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 outliers and trends to stakeholders
• Update agent schedules based on time-off requests and necessary adjustments
• Prepare and deliver reports on agent adherence, staffing, and contact volume metrics

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
• Demonstrated technical proficiency with contact center software and workforce management tools
• Operational and analytical expertise with an understanding of call center KPIs and metrics
• Strong Microsoft Office skills, especially in Excel