Principal Workforce Management AnalystVirtualVocations • Syracuse, New York, United States
Principal Workforce Management Analyst
VirtualVocations • Syracuse, New York, United States
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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
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Workforce Management Analyst • Syracuse, New York, United States
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