Flexible, modern banking tools to help any small business get an edge and grow. Home of the #SmallBusinessBrave

Workforce Management Analyst – Contractor

Business AnalystBusiness AnalystContractRemoteTeam 201-500Since 2016H1B SponsorCompany Site LinkedIn

Location

New York

Posted

102 days ago

Salary

Not specified

Bachelor Degree2 yrs expEnglish

Job Description

• Optimize operations by ensuring the right staffing in place to achieve service levels goals and scale. • Leverage expertise in forecasting, scheduling and real-time analysis to enhance efficiency and create great agent and customer experiences. • Help shape our WFM function from the ground up and scale workforce planning for customer experience teams. • Evaluate and implement a new WFM tool and focus on agent performance, efficiency, cost and customer experience.

Job Requirements

A minimum of 2+ years of experience in a Workforce Management role within a contact center environment.
Advanced proficiency in Microsoft Excel and/or Google Sheets is essential for data manipulation, analysis, and reporting.
Strong data analysis and problem-solving abilities with a keen eye for detail and the capacity to translate data into actionable insights.
Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to diverse audiences.
Proven ability to make sound, data-driven decisions under pressure and in a fast-paced environment.
A solid understanding of core WFM principles, including capacity planning, forecasting methodologies, scheduling techniques, and real-time management across multiple channels.