Workforce Management Analyst

7 days ago

Fremont, California, United States Gerber Life Insurance Company Full time

Are you a data-driven problem solver with a passion for optimizing customer service operations? We're looking for a
Workforce Management Analyst
(Intra Day Analyst) to help us manage staffing and performance across a dynamic contact center environment.

What You'll Do:

  • Use
    WFM scheduling software
    to forecast workloads and create efficient agent schedules
  • Monitor real-time staffing and call queues to ensure service levels are met
  • Analyze and report on key performance indicators (KPIs) like ASA, Abandon Rate, Agent Utilization, and Shrinkage
  • Collaborate with supervisors to adjust agent activities and improve performance
  • Interpret complex data to identify trends and recommend improvements
  • Create and distribute reports for leadership and frontline teams
  • Support multiple channels including calls, emails, chat, AI, and back-office tasks

What You Bring:

  • Hands-on experience with
    WFM tools
    (e.g., NICE, Verint, Genesys) for forecasting and scheduling
  • Strong background in
    call center operations
    and performance metrics
  • Proven ability to
    analyze, interpret, and summarize complex data
  • Excellent communication and collaboration skills across all levels
  • Advanced proficiency in
    Excel and PowerPoint
  • Flexibility to work evenings and Saturdays on rotation, and be on-call when needed

Preferred Qualifications:

  • Associate's degree or higher
  • SWPP certification in Managing Daily Staffing
  • Experience with telephony systems and skills-based routing

Why You'll Love Working Here:

  • Be part of a collaborative team that values innovation and continuous improvement
  • Make a direct impact on customer experience and operational success

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