Senior Workforce Management Analyst

Job Summary

A company is looking for a Senior Workforce Management Planning and Scheduling Analyst.

Key Responsibilities

• Forecasting, scheduling, and planning volume and staffing needs across multiple lines of business
• Monitoring performance of domestic and outsource partners and providing feedback for necessary adjustments
• Creating associate schedules that align with contact arrival patterns and ensuring service level goals are met

Required Qualifications and Education

• 5+ years of Workforce Management experience
• 5+ years of vendor management experience
• Advanced knowledge of workforce management software (NICE IEX and Verizon Contact Central)
• Advanced Excel experience
• Experience in creating and monitoring both long-term and short-term staffing plans