What are the responsibilities and job description for the Contact Center WFM Analyst position at Love's Travel Stops?
Welcome to Love's! Our Customer Service team is looking for a Workforce Management (WFM) Analyst I to support daily workforce operations by managing scheduling, tracking attendance, and monitoring activities in real time to meet service level goals.
Job Functions:
- Maintain schedules and process daily adjustments to ensure staffing alignment
- Track attendance, adherence, and schedule compliance; escalate exceptions
- Review and process PTO requests in accordance with operational guidelines
- Generate and distribute standardized reports (daily/weekly performance)
- Monitor queues and escalate real-time service risks
- Maintain accurate WFM system data (e.g., Calabrio, NICE, Verint)
- Support forecasting processes through data preparation and validation
Experience and Qualifications:
- High school diploma or equivalent required
- 1–2 years contact center or workforce-related experience preferred
- Basic proficiency in Microsoft Excel and Office tools
- Strong attention to detail and organizational skills
Key Competencies
- Execution & accuracy
- Time management
- Basic analytical thinking
- Adaptability in fast-paced environments
Success Metrics
- Schedule accuracy
- Adherence tracking precision
- Report delivery timeliness
Our Culture:
Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.
Love's is an Equal Opportunity Employer. Veterans encouraged to apply.