Analyst – Scheduler & Real-Time Analytics-WFM
Tasks
- Analyze workforce management metrics
- Build Excel models and automated reports
- Coordinate with forecasting and operations teams
- Develop and optimize workforce schedules
- Generate real time dashboards and reports
- Identify performance variances and bottlenecks
- Maintain data integrity and reporting accuracy
- Manage schedule administration
- Monitor real time contact center KPIs
- Perform intraday staffing adjustments
- Present insights to senior stakeholders
- Write SQL queries for workforce data
Perks/Benefits
- Adoption Assistance
- Flexible benefits
- Health and welfare insurance plans
- Leadership courses
- Learning platform access
- Parental leave
- Retirement programs
- Travel perks
- Wellbeing resources
Skills/Tech-stack
Cisco | Excel | IEX | Intraday management | Real Time | Real-time analytics | SQL | SmartSync | Workforce Management | Workforce Planning
Education
N/A
Roles
Analyst | Lead | Lead Analyst | Management Analyst | Workforce Management Analyst
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