WFM Resource Management & Analytics
Core
Design WFM systems and workflows, interpret performance signals for strategic staffing decisions, and build next-generation WFM tooling using AI.
Role type
Senior Workforce Management Analyst (Contact Center)
Builds
WFM automation, intraday alert systems, dashboards, and workflow integrations
Domain
Contact Center Operations / Workforce Management
Required skills
WFM scheduling and intraday operations, AI fluency and automation building, data visualization, WFM platform expertise, COPC/ICMI/SWPP standards, system administration
Preferred skills
Leadership and team accountability, stakeholder influence, root cause analysis
Technologies
AI tools, scripting, WFM platforms, PagerDuty
Responsibilities
Build and maintain optimized multi-department schedules; interpret automated performance signals for staffing decisions; facilitate daily/weekly performance reviews; manage queue and skill routing changes; design and improve WFM automation; participate in on-call rotation for real-time alerts; serve as system administrator for WFM tools.
Seniority
Senior, hands-on IC with leadership responsibilities
