Workforce Management Analyst

Job description

Workforce Management Analyst The Workforce Management Analyst will support the performance and operational excellence of our multi-site, blended contact center environment. This role will play a pivotal part in optimizing staffing models, managing workforce data, and enabling real-time and strategic decisions through advanced reporting and analytics. The role is faster than average pace and requires a detail-oriented individual who understands how to apply analytical thinking concepts in areas of problem solving and decision making. This role is essential to our success and is a critical partner in the optimization of our contact center scheduling to provide Best-in-Class service to our customers. ROLES AND RESPONSIBILITIES · Generate and maintain forecasts using historical data, seasonal trends, and business inputs. · Collaborate with WFM planners to create optimized agent schedules that align with service goals and staffing budgets. · Conduct shrinkage, occupancy, and headcount modeling to support hiring and workforce strategies. · Identify risks and recommend actionable adjustments to meet SLAs and KPIs across multiple channels (voice, chat, email). · Design and deliver interact...