Workce Management Analyst Support

## What You’ll Do Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs). Identify and address any deviations from planned staffing levels and service targets. Assist in the creation and maintenance of employee schedules, ensuring alignment with business needs and regulatory requirements. Help manage scheduling tools and software, including data entry, updates, and troubleshooting as needed. Support the gathering and analysis of data for forecasting purposes, including historical performance data, volume trends, and seasonality patterns. Assist in the preparation of staffing forecasts, ensuring accuracy and relevance to business objectives. Help maintain databases and systems used for forecasting and capacity planning activities. Document standard operating procedures (SOPs), guidelines, and best practices related to scheduling, forecasting, and capacity planning. Identify opportunities for process improvement within the WFM department and assist in implementing solutions to enhance efficiency and effectiveness. ## What We Look For 2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment required Strong knowledge and experience with workforce management software (Calabrio, Verint, NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems such as Avaya, CISCO, or Twilio Flex) Good working knowledge of Excel, and the ability to organize/analyze data in a structured manner Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently Ability to build rapport and trust with teams cross-functionally and across all levels Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly Knowledge of the financial services regulatory environment Apply tot his job Apply To this Job