WFM Analyst
6 days ago
Description
• Shift Timing: 1PM – 10PM IST • This role is 100% remote: • About HighLevel: • HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. • Our Customers: • HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. • Who You Are: • We are seeking a highly skilled Workforce Management (WFM) Analyst to own and optimize our WFM systems and processes.
Requirements
• 3-5+ years of experience in workforce management, preferably in a customer-facing environment. • Experience with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar platforms. • Strong analytical skills with expertise in Excel, SQL, or other data analysis tools. • Excellent communication skills, with the ability to present complex data in a clear and actionable manner. • Experience in forecasting, capacity planning, and performance monitoring. • Knowledge of customer service operations and best practices is a plus. • Proven ability to manage multiple priorities in a fast-paced environment. • Experience working in a cloud software or technology company. • Familiarity with predictive analytics and machine learning for demand forecasting. • Process improvement certifications (e.g., Lean Six Sigma).
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