Workforce Analyst

Key Responsibilities:

• Forecasting and Scheduling
• Capacity planning
• Facilitate WFM meetings
• Provide recommendations, opportunities
• Data analysis – trending, impacts, etc.
• Weekly Executive Operational Summaries
• Interact/converse with the sites to drive performance
• Will also support some real-time gap support as needed

Job Qualifications:

• Proficient in Microsoft Office specifically MS Excel
• Must have proven experience with at least one WFO Management software product (Ex: IEX, Verint, Pipkins, Avaya CMS, Cisco)
• Must be detailed orientated, multi task individual, Excellent communication
• Must have effective time management skills and organizational skills
• Verint experience is a plus