Senior Workforce Management Analyst
Core
Drive value generation through detailed estimating, accurate forecasting, and cost projection for contact center operations; oversee performance analysis of contact center data to provide insights into contact reasons, agent performance, and variances.
Role type
Senior Workforce Management Analyst
Builds
Contact center cost models, capacity models for chat/inbound/outbound/non-live services, and executive-level performance reports.
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
Dashboards & analysis
Required skills
Cost modeling, capacity planning, SQL, MS Excel, Google Sheets, data synthesis, cost variance analysis, KPI analysis
Preferred skills
BPO industry experience, automated support process initiation
Responsibilities
Estimate and forecast costs throughout the turnaround lifecycle; analyze contact center data for contact reasons, agent performance, and variances; synthesize quantifiable data into actionable recommendations for executive leadership; engage in Center of Excellence (COE) strategy decisions.
Seniority
Senior, hands-on IC