Sr Workforce Management Analyst Contact Center Operations
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Job Location:
Downers Grove, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Overview
We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting capacity planning and reporting across our inbound and outbound contact center operations.
This role requires strong SQL expertise and hands-on experience with cloud-based contact center platforms (NICE inContact / CXone RingCentral or similar).
The ideal candidate thrives at the intersection of data operations and strategy helping us improve service levels optimize staffing and deliver an exceptional patient experience.
We are seeking candidates with 4 years of workforce management experience in a high-volume contact center environment.
Responsibilities
Analyze and interpret contact center KPIs (Service Level ASA Abandonment Occupancy Shrinkage etc.) and deliver executive-level reporting.
Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI Tableau Looker etc.)
Build maintain and refine short- and long-term forecasts for contact volumes handle times and staffing requirements across multiple sites or business lines.
Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization.
Conduct capacity planning and scenario modeling to inform hiring scheduling and performance improvement strategies.
Write and optimize SQL queries to extract transform and analyze large data sets for actionable insight.
Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed.
Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone DialPad RingCentral ServiceNow etc.).
Lead and contribute to process improvement initiatives focused on efficiency automation and agent engagement.
Qualifications
Minimum Education Required:
Bachelors degree in Business Mathematics Statistics Data Analytics or a related field or equivalent work experience.
Preferred:
Masters degree in Data Science Operations Research or a related quantitative discipline
Minimum Experience Required:
4 years of workforce management experience in a high-volume contact center environment.
Demonstrated proficiency in SQL and data visualization/reporting tools.
Hands-on experience with NICE inContact / CXone RingCentral or other major contact center platforms.
Preferred:
Experience applying machine learning NLP or advanced forecasting models to contact center or workforce management data.
Experience supporting multi-site or global operations with complex vendor partnerships.
Familiarity with automation tools (Python R or API integrations).
Knowledge Skills and Abilities
Deep understanding of Erlang-C modeling interval-based forecasting shrinkage planning and occupancy optimization.
Advanced proficiency with Excel SQL and BI tools (Power BI Tableau Looker).
Strong grasp of contact center KPIs and their operational drivers.
Excellent analytical and problem-solving skills with the ability to simplify complex data for diverse audiences.
Exceptional communication and presentation skills able to influence stakeholders across all levels.
Highly organized detail-oriented and capable of managing multiple priorities independently.
Proven ability to innovate and implement new tools dashboards or analytic techniques.
Virtual Employee
Salary Range
Location/Org Data : Dept Number
Required Experience:
Senior IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
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