company logo

Workforce Management Analyst

Mid-Level: 4 to 6 years
5L - 8L (Per Year)
Posted on Feb 23 2023

About the Job


Workforce Management
Data Analysis
Service-Level Agreements (SLA)

In this role you will:

  • Directly manage a team of Analysts and Planners.
  • Identify, prioritize, and coach all direct reports in development areas.
  • Create strategic recommendations to improve productivity while balancing service levels and costs.
  • Ensure the enterprises are managing to intraday staffing requirements.
  • Have responsibility for development, analysis, and implementation of agent staffing, plans including re-forecasting requirements.
  • Maintain accurate measures of forecasts, capacity plans, and schedule plans accuracy by individual analysts as well as globally.
  • Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion.
  • Own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes.
  • Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
  • Simulate different scenarios and develop contingency plans for unexpected events.
  • Develop benchmarks using metrics, industry standards and original concepts.
  • Configure data gathering systems, design and develop the means to capture and record data.
  • Provides analysis/recommendations to Sr. Mgt, site Directors and SBUs.

We are looking for someone who has:

  • A Bachelors in business or related field.
  • 5+ years Contact Center Operations or WFM experience.
  • Experience with WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
  • Previous client interface experience.
  • A high proficiency with computers, excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
  • A broad knowledge of inbound contact center environment.
  • Exceptional verbal and written communication skills.
  • The ability to accommodate a flexible schedule.
  • Superb listening, probing, negotiation and de-escalation skills.
  • Analytical and troubleshooting expertise.

About the company

Our executive placement services focus on transformational recruitment. This means the top priority is to identify the right people who can take your organization to the next level by building and encouraging a culture of growth and success. Trust our executive recruiters to find, not only the best candidates, but those who will help take your performance and success to the next level. We ha ...Show More


Human Resources Services

Company Size

2-10 Employees



Other open jobs from R3 Consultant