Workforce Analyst

A company is looking for a Workforce Analyst to support call center operations.

Key Responsibilities

Monitor and manage call center tasks, providing updates to stakeholders

Analyze workforce initiatives and create optimized schedules based on business needs

Generate reports and dashboards to support KPI reporting and identify workforce trends

Required Qualifications

High school diploma or equivalent

2-4 years of experience in call center workforce management or a similar field

Experience with workforce management tools such as Genesys WFM or similar

Strong data analysis skills for performance improvement

Ability to build productive working relationships internally and externally