Senior Workforce Management Analyst
Core
Drive value generation through detailed estimating, accurate forecasting, and cost projection for the contact center turnaround lifecycle.
Role type
Senior Workforce Management Analyst
Builds
Contact center capacity models and cost forecasts
Domain
BPO / Contact Center Operations
Required skills
Contact center cost modeling, Cost per order/incident calculation, Capacity modeling, SQL, MS Excel, Google Sheets
Preferred skills
BPO business experience, Automated support process initiation
Responsibilities
Estimate, analyze, and forecast costs throughout the turnaround lifecycle; Oversee performance analysis of contact center data (calls, chat, email, social media); Synthesize quantifiable data into actionable recommendations for executive leadership; Engage in COE strategy decisions for customer experience and efficiency.
