Workforce Management Technical Analyst
Core
Analyze workforce data and metrics to optimize staffing, scheduling, and operational efficiency in a contact center environment.
Role type
Workforce Management Technical Analyst
Builds
Employee schedules, agent reports, dashboards, and staffing models
Domain
Healthcare / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Contact Center Customer Service metrics, analytics, Workforce Management software configuration, data forecasting, Root Cause Analysis, system troubleshooting
Preferred skills
Project Management, Leadership, NICE/IEX/Kronos/Genesys/Blue Pumpkin/TCS WFM software experience
Technologies
NICE, IEX, Kronos, Genesys, Blue Pumpkin, TCS
Responsibilities
Monitor KPIs and analyze data to identify trends for operational efficiency, support staffing optimization via load-balancing skills and queues, generate agent reports and dashboards, build employee schedules and manage exceptions, configure and maintain Workforce Management software, provide technical support for WFM systems and Omnichannel issues
Seniority
Mid-level, hands-on IC