Workforce Management Analyst - job 2 of 3

Job Summary

A company is looking for a Workforce Management Analyst.

Key Responsibilities

• Monitor phone agent activity and call queues in real-time using WFM systems
• Communicate with agents regarding schedule adherence and necessary adjustments
• Analyze reports and identify trends to deliver insights to management

Required Qualifications

• Strong proficiency in Excel, PowerPoint, and Visio
• Experience analyzing contact center metrics and operational data
• Background in high-volume call centers (500+ agents) preferred
• Experience in WFM tasks such as intraday tracking and reporting
• Bachelor's degree preferred but not required