WFM Analyst

The Workforce Management Analyst is responsible for the daily efforts to provide a great

customer and employee experience by effectively delivering real-time (intra-day) & schedule

management with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes:

- ability to demonstrate a strong understanding of how planning/forecasting staffing

requirements translate to the creation of optimal schedules and real-time (intra-day)

management to support multi-department contact center operations

- ability to create optimal schedules to meet business targets

- ability to agilitize skill profiles within CareConnect to support meeting Service Levels

(SL%)
 

*Remote Position.