Workforce Management Analyst

4 weeks ago


West Palm Beach, Florida, United States UNITERS N.A. Full time

The Workforce Management Analyst will lead the workforce department and set up the systems and structure to support Real Time Analysis, reporting, routing skills, queues, IVR set up. This role will also be a pivotal driver in the architecture of the workforce management system.

Key Responsibilities
  • Creates reports and dashboards on historical data and forecasting results from applicable systems.
  • Analyzes data and recommends talent management solutions for implementation.
  • Monitors real-time performance across all business units.
  • Analyzes and develops weekly recommendations for scheduling to meet operation commitments.
Requirements
  • Strong understanding of Erlang C.
  • Expert-level experience with workforce management software.
  • Solid understanding of workforce management as relates to day-to-day business operations.
  • Excellent verbal and written communication skills required.
  • High School Diploma or GED.
  • Minimum 6 months of workforce analyst experience in a contact center environment.
About Working at Uniters N.A.

At Uniters N.A., we offer a friendly team environment, comprehensive benefits package, including medical, dental, vision, life, and disability insurance, and 401k. We also offer generous PTO policy, tuition reimbursement, and more. Learn more about us at www.uniters.com.



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