Workforce Management Analyst

Job description

Overview YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors: Join the KnipperHEALTH Team!: The Workforce Management Analyst is responsible for developing accurate forecasts and efficient schedules to optimize staffing levels in a pharmaceutical call center. This role involves analyzing historical trends, call volume patterns, and business needs to create workforce plans that ensure service levels, productivity, and cost efficiency. The Workforce Management Analyst collaborates with Operations, HR, and leadership to balance workload demand with agent availability while maintaining high-quality customer service. Typical work hours are Monday-Friday 12:00pm to 8:30 pm EST. Responsibilities: Forecasting & Capacity Planning: - Develop short-term, mid-term, and long-term call volume and workload forecasts based on historical data, business trends, and seasonal fluctuations. - Utilize WFM tools (e.g., NICE, Verint, Aspect, Genesys) and statistical models to predict staffing needs. - Adjust forecasts based on real-time data, external factors, and unexpected volume changes. - Provide scenario analysis to support business decisions regarding staffing levels and oper...