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Senior Workforce Management Analyst

2 months ago

Chamblee, Georgia, United States Wisemen Multimedia, LLC Full time

Wisemen Multimedia Corporation, LLC (WMC) is seeking a skilled Senior Workforce Management Analyst to join our Contact Center Support team.

Our team supports the management of the largest private, secured civilian government toll-free telephony infrastructure in the United States. We are responsible for database administration for the IRS Contact Data Center environment and provide technical support to multiple user groups located at various IRS service centers.

As a Senior Workforce Management Analyst, you will play a crucial role in ensuring operational efficiency and effectiveness within our contact center.

  • Your primary responsibilities will include:
  • Developing accurate operational forecasts for call volumes, average handle time, and shrinkage based on historical patterns and predictive analytics.
  • Identifying, researching, and addressing data abnormalities to ensure the accuracy of our forecasting models.
  • Creating and maintaining advanced projection models that support strategic decision-making by business leaders.
  • Collaborating closely with business stakeholders to gain insights into day-to-day operations and project future trends.
  • Analyzing workforce capacity needs and recommending staffing adjustments to optimize performance.
  • Monitoring key performance indicators (KPIs) and generating reports to track progress and identify areas for improvement.

We are looking for a highly analytical and detail-oriented individual with strong communication and problem-solving skills.

If you have a passion for data analysis and a desire to contribute to the success of a dynamic organization, we encourage you to apply.