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Workforce Management Analyst (WFM)
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90670846

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Texas State Job Bank

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  7 Views, 0 Applications  
Workforce Management Analyst (WFM)
Company is currently seeking a bilingual (English/Spanish) Workforce Management Analyst. The WFM Analyst is responsible for generating and delivering optimized schedules for team members within the call centers by leveraging Workforce Management technology to analyze historical call center and agent performance. The analyst will also be responsible for monitoring intra-day performance and capturing schedule exceptions to ensure the leadership team has an accurate assessment of staffing requirements. This position will work with management and other key stakeholders to assure process changes, new service offerings/products, and initiatives are implemented seamlessly into the call center production environment. Requirements: 1. High School diploma required. Bachelor s degree in a field that yields Business Analytics expertise preferred. 2. Three (3) or more years work experience in an inbound multi-site contact center. Preferably with two (2) or more years experience with workforce management products (IEX, Aspect, eWFM, Genesys, Verint) and one (1) year of experience performing forecasting, scheduling, and intra-day staff management functions. 3. Advanced knowledge of Excel or Access. 4. Understanding of and experience with call center technologies such as WFM/WFO, ACD, Dialer, IVR, etc. 5. Knowledgeable about typical call center performance metrics. 6. Effective written and verbal presentation skills. Must be able to translate complex or new concepts to others. 7. Capable of managing multiple and varied projects, including the ability to coordinate and balance numerous tasks in a time-sensitive environment. We offer: * Hourly rate of $14.78 per hour * Full-time schedule of 38.75 hours per week * Great benefits including health insurance upon hire * Paid Time Off * Casual dress * Participation in Profit Sharing * 401(k) Retirement Plan * Classroom and on-the-job training Company is an Equal Opportunity Employer.

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