WFM Analyst

The Workforce Management Analyst is responsible for managing capacity planning and forecasting for assigned clients. They will analyze contact volumes, AHT, impact events, occupancy, and contact center staffing activities to provide management information and make recommendations for staffing needs to support our client activities. The role will build a working relationship with the client and management team make recommendations based on business forecasts and actual activities. They will drive the process that analyzes historical staffing trends and generate the workforce projections and hiring plans for our contact center operations. These staff plan determine how the contact center reacts in the short/long term to effectively respond to the operational demands of the business. The responsibilities will be extremely time sensitive and will have a significant impact on the center's environment and variable labor margin. This position will be responsible for the development of long-term capacity plans and will provide accurate workload predictions budgeting and planning. They will identify areas of opportunity and implement innovative forecasting planning solutions to maximize efficiency.

Requirement(s):

• Candidate must have completed at least 2 years in college without any back subjects
• At least 3 year(s) of working experience in WFM either as a Scheduler, Planner and/or Forecaster
• Applicants must be willing to work in McKinley Hill.
• Must be open to work at Nightshift.
• Full-Time position(s) available.