Description
The Workforce Management Analyst supports workforce management activities by analyzing call-handling trends, forecasting volumes, maintaining headcount and staffing plans, identifying coverage gaps, modeling attrition and paid-time-off capacity, measuring performance, maintaining workforce data, coordinating training, and producing reports. The role requires at least two years of relevant workforce-management experience, strong data-analysis and critical-thinking skills, root-cause analysis experience, and proficiency with Microsoft Office and applicable workforce-management software.
