Analyst, Workforce Management

The Role

The Workforce Management (WFM) Analyst will help drive forward the long-term success of our business by serving as the frontline defender of our Service Level Agreements (SLAs). We’re looking for someone who loves to actively monitor and manage intraday contact center performance, ensuring staffing alignment with real-time forecasted demand and driving immediate responses to service-level threats! You are adaptable to the ever-changing needs of our rapidly growing team, willing to jump in wherever needed to optimize the utilization of our available workforce. You’re an apt multitasker and can confidently engage with Team Leaders, Managers, and Senior Leadership. You will ensure we are set up to have the right people, in the right place, at the right times so we continue to deliver exceptional, highly efficient support for our customers!

What will you be doing day to day?

• Monitor queue and agent performance in real time ac...