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Mid-level, metro-based, popular WFM analyst role with common skillset increases candidate competition.
Role requires WFM and contact-center domain knowledge, moderately transferable to other operations roles.
Explicit 4–5 years plus mandatory WFM tool (IEX/Alvaria) and SQL/PowerBI requirements enforce strict shortlisting.
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Manage and optimize weekly work schedules for engineer teams using eWFM, including training and special events scheduling.
Forecasting, schedule generation, optimization, and intraday pattern management in coordination with sites and partners to recommend headcount.
Implement automation and leverage analytics for workforce planning, while overseeing schedule accuracy and continuous process improvements.
4-5 years of work experience in Workforce Management or related scheduling roles.
Proficiency with eWFM tools, specifically IEX and Alvaria (Alvaria preferred).
Bachelor’s degree (Graduation) is required.
Willingness to work in a 24*7 shift environment.
Experience managing scheduling and forecasting in contact center workforce management environments.
Familiarity with automation, analytics, SQL, and PowerBI to improve scheduling efficiency and accuracy.
Demonstrated ability to handle multiple projects and make decisions in fast-paced, time-sensitive, and ambiguous situations.