Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst-SCA.

Key Responsibilities:

• Conduct forecasting of inbound/outbound contact volumes and staffing requirements
• Oversee WFM platforms for forecasting and scheduling, ensuring balanced contact volumes
• Identify process improvement opportunities to enhance productivity and customer satisfaction

Required Qualifications:

• Associate degree or equivalent experience
• 3-5 years of technical contact center operational experience
• 3-5 years of experience with contact center workforce management programs
• 1-3 years of experience with dialer-based systems
• Demonstrated knowledge and experience in WFM technology