Contact Center WFM Analyst - Independence Missouri

Company: VirtualVocations
Location: Independence, Missouri
Posted On: 01/28/2025

A company is looking for a Contact Center Workforce Management Analyst to optimize workforce efficiency in a dynamic contact center environment.



Key Responsibilities

Analyze and forecast staffing needs, developing models to enhance accuracy and scheduling
Track schedule adherence and workforce compliance, proposing solutions for operational alignment
Utilize data analysis to identify process gaps and report findings to leadership for actionable solutions


Required Qualifications

Bachelor's Degree or 3+ years of relevant work experience preferred
2-5 years of experience in Workforce Management, preferably in contact centers with 50+ employees required
Experience with Workforce Management software, with Five9 preferred
Strong analytical and forecasting abilities
Ability to manage multiple priorities under time constraints More...

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