Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management (WFM) Analyst to join their contact center team.

Key Responsibilities

• Develop and maintain accurate forecasts for call volume, handle time, and staffing requirements
• Create and manage agent schedules to ensure adequate coverage across all shifts and channels
• Monitor real-time contact center performance and make intraday adjustments as needed

Required Qualifications

• Bachelor's degree in Business, Mathematics, Statistics, or a related field (or equivalent experience)
• 2+ years of experience in workforce management, preferably in a contact center environment
• Experience with contact center WFM platforms (e.g., NICE, Verint, Genesys, Aspect)
• Familiarity with labor laws and scheduling compliance
• Knowledge of contact center operations, KPIs, and best practices