Work Force Planning Analyst
Core
Real-time performance management and operational continuity for a global contact center network.
Role type
Workforce Management Command Center Analyst
Builds
Operational stability and data-driven insights for contact center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Genesys Cloud, Microsoft Power BI, Tableau, SharePoint, intraday performance management, telephony/routing concepts, data visualization, scheduling principles
Preferred skills
WFM forecasting, API-driven reporting/automation, advanced analytics
Technologies
Genesys Cloud, VIVA, Microsoft Power BI, Tableau, SharePoint, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook
Responsibilities
Monitor service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy; Generate and distribute real-time dashboards and end-of-day variance reports; Maintain and adjust agent groups and skills in Genesys Cloud; Support Operations Managers with real-time data, alerts, and actionable recommendations; Track adherence exceptions and resolve variances; Assist during bridge calls for outages or SLA risks.
Seniority
Mid-level, hands-on IC