Strategic Workforce Optimization Specialist

Workforce Management Analyst

Effective workforce management is crucial for delivering exceptional service and meeting stakeholder expectations. A skilled Workforce Management Analyst will develop and implement data-driven strategies to optimize forecasting, scheduling, and resource allocation.

This role requires a deep understanding of contact center operations, including the analysis of historical data, current trends, and real-time metrics. The successful candidate will be able to identify areas for improvement and develop targeted solutions to enhance forecast accuracy and reduce staffing costs.

Key Responsibilities :

• Data Analysis : Conduct in-depth analysis of historical data, current trends, and real-time metrics to inform forecasting and scheduling decisions.
• Forecasting : Develop and maintain accurate short-term forecasts using advanced statistical models and machine learning algorithms.
• Scheduling : Create and manage complex schedules to ensure optimal resource allocation and minimize understaffing / overstaffing.
• Communication : Collaborate with operational teams, including supervisors and agents, to ensure seamless execution of scheduling plans.

The ideal candidate will possess excellent analytical and communication skills, with the ability to effectively convey complex data insights to stakeholders. Experience with workforce management software and forecasting tools is essential for success in this role.

Why Choose This Role?

We are committed to creating a diverse and inclusive work environment that values innovation, collaboration, and employee well-being. If you are a motivated and detail-oriented individual with a passion for data analysis and workforce management, we encourage you to apply for this exciting opportunity.