Workforce Management Analyst

Are you a data-driven problem solver with a passion for optimizing customer service operations? We’re looking for a Workforce Management Analyst (Intra Day Analyst) to help us manage staffing and performance across a dynamic contact center environment.

What You’ll Do:

• Use WFM scheduling software to forecast workloads and create efficient agent schedules
• Monitor real-time staffing and call queues to ensure service levels are met
• Analyze and report on key performance indicators (KPIs) like ASA, Abandon Rate, Agent Utilization, and Shrinkage
• Collaborate with supervisors to adjust agent activities and improve performance
• Interpret complex data to identify trends and recommend improvements
• Create and distribute reports for leadership and frontline teams
• Support multiple channels including calls, emails, chat, AI, and back-office tasks

What You Bring:

• Hands-on experience with WFM tools (e.g., NICE, Verint, Genesys) for forecasting and scheduling
• Strong background in call center operations and performance metrics
• Proven ability to analyze, interpret, and summarize complex data
• Excellent communication and collaboration skills across all levels
• Advanced proficiency in Excel and PowerPoint
• Flexibility to work evenings on a rotating basis, typically 2-3 nights per week until 5:00 PM.

Preferred Qualifications:

• Associate’s degree or higher
• SWPP certification in Managing Daily Staffing
• Experience with telephony systems and skills-based routing

Why You’ll Love Working Here:

• Be part of a collaborative team that values innovation and continuous improvement
• Make a direct impact on customer experience and operational success