Workforce Analyst

2 months ago

Whippany, United States Perennial Resources International Full time

Full-time

100% onsite in Whippany, NJ

Responsibilities

  • Utilize specialized software tools to manage and forecast staffing levels for multiple lines of business (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
  • Provide operational and maintenance support of the WFM tool.
  • Develop schedules to meet contact volumes and service levels for multiple business teams and communicate work/training schedules for agents to operations management.
  • Work with contact center management to ensure agent adherence and/or conformance to schedules
  • Recommend schedule adjustments based on staffing needs and provide on-demand reporting to determine staffing levels.

Qualifications

  • Bachelor's degree in Mathematics, Business, Statistics, or Industrial Engineering
  • Previous Workforce Management experience required
  • 1-3 years of experience in similar workforce management role, including forecasting, staffing, and scheduling required
  • Previous experience with established WFM software (NICE IEX/InContact, Five9, Genesys, Verint, Excel models, etc.)
  • Prior experience with Salesforce CRM (or similar applications)
  • 2-3 years of Data Analysis experience capturing, storing, and reporting historical statistics.
  • 2-3 years of Excel experience with intermediate knowledge of formula definitions preferred.
  • Ability to maintain and create reports in Excel to forecast results and trends
  • Skilled in evaluating information and presenting it in a logical manner to select audiences
  • Must have strong mathematical and statistical skill set to maintain accurate data reporting and analysis
  • Excellent communication skills
  • Attention to detail and high level of accuracy
  • Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities.

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