Workforce Management Analyst

About the role

Job details mentioned below-

Position

• Workforce Management Analyst
• Location: Las Vegas, Nevada
• Duration: 3 Months contract

Essential Requirements

Education

• High school graduate
• 4 year Degree in business analytics field or 4 years of analytical work experience

Experience

• 2 years of Intermediate level reporting experience, which includes; creating, analyzing, and summarizing for Executives.
• 1 year customer service oriented job experience.

Abilities

• Must be able to type.
• Must have excellent mathematical skills.
• Proficient in Microsoft Office programs (Excel, PowerPoint, and Word).
• Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
• Must have a basic understanding of call center and workforce management terminology and call center productivity metrics.
• Thorough knowledge of the WFM processes including forecasting, scheduling and daily management a plus.
• Must demonstrate and upbeat and positive disposition.
• Must be highly motivated, proactive individual and independent thinker.
• Must be able to handle multiple tasks in a high volume, fast paced environment.
• Knowledge of computer, telecommunications functions and systems, and great customer service skills.

Desired Skills

• Knowledge of IEX or other WFM software.
• Experience in SQL, VB and Showcase preferred but not required.
• 3 years contact center experience.