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Senior Workforce Management Analyst

Charlotte, NC 28217

Posted: 08/16/2023 Employment Type: Contract Job Category: Project Management Job Number: 578502 Country: United States Is job remote?: No

Job Description

  • The Senior Workforce Management Analyst serves in a lead capacity within the Workforce Management team to provide/support workforce schedule development, schedule implementation and ensure staffing levels coincide with call center call arrival projections.
  • This position not only supports project/process/issues at a peer to peer level, but also engages with leadership/senior leadership to resolve staffing issues and provide guidance/recommendations on staffing best practices to best utilize/manage contact center operating budgets/spend.
  • The Senior Workforce Management Analyst understands how actions and results fit strategically across the company to drive success.
  • This position can work independently with minimal supervision, lead workforce management tasks/projects and work effectively across the organization with call center leadership to drive staffing efficiency.
  • Additionally, the WFM Analyst will generate reporting, analyze call trends and make staffing adjustment recommendations to management.
  • This position also creates/facilitates/oversees shift bids and vacation bids activities/processes.
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