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Workforce Management Analyst

Customer Service Rich Text

The WFM Analyst will be responsible for performing key analysis related to all contact centers. Ensures center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Such analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.


What you’ll do 

  • Monitors inbound call traffic and ensures efficient distribution based on staff availability. 

  • Uses workforce scheduling applications to track and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager/supervisor.

  • Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals, and time-off as needed.

  • Develops and maintains a scheduling database to track availability of associates.

  • Prepares and communicates daily and weekly schedules based on established call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time-off.

  • Maintains scheduling software by entering exceptions to agent schedules.

  • Provides call volume/agent reports on daily, weekly, and monthly basis.

What experience you need  

  • Bachelor’s degree preferred (B.A. or B.S.) and/or 1 - 2 years related experience or equivalent combination of education and experience.

  • 3+ years of customer service experience.

  • Advanced computer skills particularly the Google Suite.

  • Technical requirements preferred: Experience with ACDs, workforce planning, CRM platform, Quality monitoring and recording systems.


What could set you apart

  • Service Industry experience strongly preferred.

  • Third Party / Vendor management operations experience strongly preferred.


We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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