Workforce Management Analyst

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• Oversee and enhance contact center resources through effective forecasting, scheduling, intraday management, and performance evaluation.

• Create both short-term and long-term forecasts for contact volume by utilizing historical data, seasonality, and business factors.

• Develop staffing and capacity models that align with service level, Average Speed of Answer (ASA), abandonment rates, and occupancy goals.

• Modify forecasts in response to marketing campaigns, outages, promotions, and business expansion.

• Maintain and revise agent schedules within Genesys Cloud Workforce Management (WFM).

• Monitor schedule adherence, conformance, and shrinkage estimates.

• Supervise queues, agent statuses, and staffing levels throughout the operational day.

• Detect intraday performance discrepancies and escalate concerns to leadership.

• Generate daily, weekly, and monthly workforce management reports alongside performance insights.

• Collaborate with Operations, Training, and Contact Center Administration teams.

⛳️ Requirements

• A minimum of 2 years of experience in Workforce Management within a contact center setting.

• Strong analytical capabilities and data interpretation skills.

• Experience in supporting multi-skill, omni-channel environments (including voice, chat, SMS, and digital platforms).

• Proficiency in Excel and/or business intelligence reporting tools.

• Familiarity with contact center key performance indicators (KPIs) and staffing models.

• Excellent problem-solving, communication, and teamwork abilities.

• Knowledge of AI, chatbots, and digital engagement tools.

• Understanding of compliance standards such as PCI-DSS or HIPAA.

🏝️ Benefits

• Attractive short-term bonus program.

• Medical, dental, and vision insurance starting from day one.

• Life insurance coverage for employees, spouses, and children.

• Paid time off.

• 401(k) plan with 100% company match up to 4% (vesting and matching commence upon hire).

• Access to an Employee Assistance Program.

• Complimentary Clearwave Fiber services (available in certain service areas).

• Opportunities for career development and advancement.

• A collaborative and mission-driven work atmosphere.