Workforce Management Analyst

Job Summary

A company is looking for an Analyst-Workforce Management (Real Time).

Key Responsibilities

• Manage service levels for contact centers by providing recommendations for offline activities
• Identify coverage needs and collaborate with managers to recruit volunteers for overtime and shift adjustments
• Analyze contact center shrinkage factors and maintain agent profiles in the WFM application

Required Qualifications

• Bachelor's degree (or higher) -OR- 4+ years professional work experience
• 2+ years' experience using Workforce Management Software Applications in a scheduling or operational role
• 2+ years' experience with analytical software such as Excel or Access
• 1+ years scheduling experience in a call center environment (preferred)
• Understanding of ACD/Call Routing technology and relational database concepts