Workforce Management Senior Analyst

A company is looking for a WFM Senior Analyst to optimize operations and support customer service teams in meeting service level goals. Key Responsibilities Ensure optimal staffing and scheduling of Customer Service Associates to meet service level and productivity goals Analyze schedules and key performance metrics, providing actionable insights and recommendations Monitor real-time queue data and adjust staffing levels in response to call volumes and production issues Required Qualifications College degree in Math, Analytics, Computer Programming, or related fields At least 2 years of experience in a similar role, such as Scheduler or Forecasting Proficiency in workforce management tools and scheduling software Willingness to work graveyard shifts as needed Ability to manage multiple tasks and adapt to changing priorities in a fast-paced environment

Jun 17, 2025 - 08:20

A company is looking for a WFM Senior Analyst to optimize operations and support customer service teams in meeting service level goals. Key Responsibilities Ensure optimal staffing and scheduling of Customer Service Associates to meet service level and productivity goals Analyze schedules and key performance metrics, providing actionable insights and recommendations Monitor real-time queue data and adjust staffing levels in response to call volumes and production issues Required Qualifications College degree in Math, Analytics, Computer Programming, or related fields At least 2 years of experience in a similar role, such as Scheduler or Forecasting Proficiency in workforce management tools and scheduling software Willingness to work graveyard shifts as needed Ability to manage multiple tasks and adapt to changing priorities in a fast-paced environment