Workforce Management Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Responsible for Scheduling & Forecasting across all Customer Service Operations.

• Ensures real-time program oversight and takes necessary actions to achieve service level objectives and enhance efficiency.

• Facilitates optimal resource forecasting and scheduling while identifying new scheduling methods, strategies, and opportunities.

• Manages the accurate compilation and distribution of information and reports to designated stakeholders.

• Acts as a subject matter expert and WFM liaison for specific programs, coordinating with Operations and Project Management teams to align with business and operational goals.

• Oversees daily scheduling and forecasting for multi-site contact centers.

• Executes additional related duties and assignments as required and assigned.

⛳️ Requirements

• Requires extensive training in areas such as business administration, accounting, sales, marketing, computer science, or similar fields typically achieved through a four-year Bachelor’s Degree Program or an equivalent combination of experience and education.

• Generally necessitates two (2)+ years of directly related and progressively responsible experience.

• Over two (2)+ years of experience in an inbound multi-site contact center is preferred.

• More than two (2)+ years of experience in forecasting, scheduling, and intra-day staff management functions within multi-site inbound contact centers is preferred.

• Familiarity with Workforce Management software (such as Blue Pumpkin, eWFM, IEX, NICE, Verint, etc.) is preferred.

🏝️ Benefits

• Health insurance

• Dental care

• Vision care

• Backup dependent care

• Adoption assistance

• Infertility coverage

• Family building support

• Behavioral health solutions

• Paid parental leave

• Paid caregiver leave

• Training programs

• Professional development resources

• Mentorship programs

• Employee resource groups

• Volunteer activities