Responsibilities

We are currently seeking a dedicated Workforce Management Analyst to join our team. In this role, you'll play a vital part in our team, providing business intelligence and insights to staff and leaders, ensuring effective decision-making and a positive customer experience.

Monitor intra-day volumes and agent states, identify trends and potential risks, and make real time scheduling decisions to best position the contact center. Partner with WFM team members and contact center leadership team to implement mitigation strategies. Administer contingency action plans when deemed necessary.  Manage WFM tickets, key daily exception requests, ongoing remediation of schedules, and respond to escalated issues and ad-hoc requests in real time.  Provide recommendations, and make decisions, based on data and forecast, regarding short term scheduling requests. Create and maintain daily reports and procedures, and continuously seek opportunity to build efficiency and to knowledge share. Communicate with Forecast Analyst to identify trends in day-to-day operations to close the gap between unknown volume and service level impacts. 

Qualifications

3+ years of contact center experience. 2+ years of contact center WFM experience. Nice IEX WFM and CXone experience strongly preferred. Ability to multi-task with adequate sense of urgency. Effective interpersonal, collaborative, and decision-making skills. Proficient analytical and technical skills.