Workforce Analyst

5 days ago

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Description

•We are seeking a highly motivated Workforce Management (WFM) Analyst to join our team and play a key role in driving successful implementation and adoption of the CalabrioOne WFO Platform to meet the specific needs of our Sales function. •You will play a pivotal role in transforming our WFM Sales operations through the strategic implementation of CalabrioOne. •If you are a data-driven problem solver with a passion for process optimization and a deep understanding of CalabrioOne, we encourage you to apply!

Requirements

•Minimum 2+ years of experience as a Workforce Management Analyst or similar role. •Proven experience with CalabrioOne WFO Platform, including configuration, customization and reporting required. •Strong analytical and problem-solving skills with the ability to identify and implement process improvements. •Strong understanding of contact center operations, forecasting, scheduling, and adherence concepts. •Excellent communication and interpersonal skills, with the ability to influence and motivate others. •Experience developing and delivering training materials. •3+ years in a contact center environment (required) •2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Calabrio is required Community WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360) •Proficiency with Microsoft Excel to include making charts, data manipulation, and pivot tables •Organizes workday proactively with little oversight •Communicates effectively and confidently, offering clear and concise explanations to business partners •Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise •Proven effectiveness in decision-making and consultative analysis

Benefits

•Considerable employer contributions for health, dental, and vision programs •Generous PTO, paid holidays, and paid parental leave •401(k) matching program •Merit advancement opportunities •Career development & training