Workforce Management Analyst
Charter Global · United States · 2 wk ago
RemoteRemoteInformation Technology$39/hrContract
Key Responsibilities
- Forecast call volumes and staffing requirements using historical data and business trends.
- Create and maintain workforce schedules to meet operational and service level goals.
- Analyze workforce performance metrics and recommend staffing improvements.
- Manage scheduling and forecasting data, reporting, and workforce databases.
- Monitor schedule adherence and support capacity planning initiatives.
- Partner with business leaders on workforce planning and operational decisions.
Requirements
- 3 - 5+ years of Workforce Management (WFM) experience in a Call Center/Customer Service Center environment.
- Experience working with large contact center operations such as AT&T, Verizon, T-Mobile, or similar organizations.
- Hands-on experience with Workforce Management platforms, including Genesys Cloud or NICE (required).
- Strong knowledge of forecasting, scheduling, capacity planning, and workforce performance metrics.
- Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, formulas, reporting, and data analysis).
- Intermediate SQL Skills (preferred).
- Strong analytical, reporting, and problem-solving abilities.
- Excellent communication and stakeholder management skills.
Pay
$39/hr.
Schedule
6 Months + CTH (Full-Time)
Location
Baltimore, MD (Remote Job)
Employment Type
W2