WFM Real Time Analyst (Forecaster and Scheduler)
Core
Perform forecasting and scheduling analysis to maintain contact center performance against service level agreements and vendor contracts.
Role type
Workforce Management Real-Time Analyst (Forecaster and Scheduler)
Builds
Staffing and scheduling plans, capacity planning reports, and operational adjustments for contact centers.
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Workforce Management (WFM) forecasting, staffing planning, statistical analysis, WFM software proficiency, data manipulation and reporting, KPI analysis, vendor contract compliance monitoring, resource allocation, call volume monitoring.
Preferred skills
Operations management, third-party/vendor management, team management, service industry experience.
Technologies
Genesys, Google CCAI, Aspect, Verint, Calabrio, IEX, Amazon Connect, Microsoft Excel, Google Sheets.
Responsibilities
Create reports for capacity planning; analyze and update forecast processes; build staffing and scheduling plans; shift resources based on forecasts and occupancy; monitor inbound/outbound traffic; ensure billing compliance; support business metric establishment.
Seniority
Mid-level, hands-on IC
