Job Details

Your Role

The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI's while looking for opportunities to gain efficiency. The Workforce Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline inventory, and call patterns to forecast workload needed to support various channels. The analyst will develop KPI reports and communicate with leaders on opportunities and risks to performance.

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience

• Requires at least 7 years of prior relevant experience

• Requires experience in scheduling, forecasting or capacity planning to include advanced utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems.

• Requires Advanced Microsoft Excel skills to include pivot tables, formula usage, etc.

• Experience in Contact Center and back-office processing Environments required

• Preferred 4+ years' experience demonstrating application of mathematical and analytical skills, problem-solving, and forecasting methodologies applicable to workload forecasting including correlation modeling

• Preferred Working knowledge of Verint Workforce Management Software

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