Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Analyst - Customer Care.

Key Responsibilities

• Manage real-time monitoring, queue management, and schedule adherence to ensure optimal staffing levels
• Develop strategic action plans with Call Center management to enhance customer service experiences
• Create and maintain accurate reports reflecting call center performance and manage attendance reporting

Required Qualifications

• Bachelor's degree in business management, math, statistics, economics, or related field preferred; equivalent experience considered
• 5+ years of call center experience, with 3+ years in a workforce management role desired
• Experience with Workforce Management tools such as Verint, NICE, or Genesys
• Proficiency in Excel and familiarity with data visualization tools like Power BI or Tableau
• Strong analytical skills and knowledge of call center fundamentals