Workforce Analyst
Company: VirtualVocations
Location: South Bend
Posted on: November 2, 2024
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Job Description:
A company is looking for a Workforce Analyst who will provide
operational analysis and capacity planning for a contact
center.
Key Responsibilities
Provide ongoing analysis, planning, and scheduling to improve
quality and efficiency metrics
Forecast call volumes and project budgetary expenses while
assisting with staffing and training needs
Monitor and adjust forecasts based on demand and identify risks to
workforce capacity
Required Qualifications
5+ years of workforce management experience with WFM solution
support systems
2+ years in a capacity planning and forecasting role
Experience in a high-volume, fast-paced contact center
environment
Proficiency in data modeling, statistical analysis, and data
visualization
Experience with contact center workforce management
technologies
Keywords: VirtualVocations, Cicero , Workforce Analyst, Professions , South Bend, Illinois
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