WFM Analyst

Position: WFM Analyst

Key Responsibilities:

- Utilize workforce management software to create accurate forecasts and schedules for contact center operations

- Monitor and analyze real-time data to ensure optimal staffing levels and make necessary adjustments to meet business needs

- Conduct regular analysis of historical data to identify trends and develop strategies for improving efficiency and productivity

- Collaborate with various departments to understand business objectives and provide recommendations for workforce planning and optimization

- Develop and maintain reports and dashboards to track key performance indicators and provide insights to management

- Identify and troubleshoot any issues with the workforce management system and work towards finding solutions

- Stay updated on industry trends and best practices in workforce management and make recommendations for process improvements

- Train and support team members on workforce management processes and tools

- Participate in special projects and initiatives related to workforce management as needed

Qualifications:

ORDER MANAGEMENT (EMAIL/BACKOFFICE)
-At least 2-3years prior experience as a Real Time Monitoring Specialist, Intraday Specialist, Workforce Specialist (or other related roles) in a BPO/CC Industry
-With prior experience in email/backoffice accounts
-Prior experience in doing real time monitoring / workforce management for email/backoffice accounts

COLLECTIONS (VOICE)
-At least 2-3years prior experience as a Real Time Monitoring Specialist, Intraday Specialist, Workforce Specialist (or other related roles) in a BPO/CC Industry
-Prior experience in Collections accounts a plus, but not required
-Prior experience in doing real time monitoring / workforce management for Voice accounts