Principal Workforce Management AnalystVirtualVocations • Lakeland, Florida, United States
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Principal Workforce Management Analyst
VirtualVocations • Lakeland, Florida, United States
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A company is looking for a Principal Workforce Management Analyst to optimize workforce operations in a remote setting.
Key Responsibilities
Develop and maintain forecasts for contact volumes and staffing requirements
Create and manage optimized schedules for contact center agents
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
5-7 years of experience in Workforce Management within a high-volume contact center
Experience with business intelligence tools like Tableau or Power BI
Bachelor's degree preferred, but not required
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Workforce Management Analyst • Lakeland, Florida, United States
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