Principal Workforce Management Analyst

A company is looking for a Principal Workforce Management Analyst to optimize workforce operations and enhance customer experience.

Key Responsibilities

Develop and maintain forecasts for contact volumes and staffing requirements

Create and manage optimized schedules to ensure service level adherence

Monitor real-time performance and make intraday staffing adjustments

Required Qualifications

Expertise in forecasting, scheduling, and real-time management principles

Advanced proficiency with WFM software, preferably Calabrio

Minimum 5-7 years of experience in Workforce Management in a contact center

Experience with business intelligence tools like Tableau or Power BI

Bachelor's degree preferred, but not required