Workforce Management Analyst

DATAMARK, Inc. is looking for a detail-oriented and analytical Workforce Management Analyst to join our team. In this crucial role, you will be responsible for analyzing workforce data, forecasting call volume, and creating staffing plans to ensure operational efficiency within our contact center.

The Workforce Management Analyst will play a key role in optimizing workforce deployment, enhancing service levels, and improving overall customer satisfaction. You will collaborate with various departments to ensure that we have the right number of agents available at the right time. .

Responsibilities

• Analyze historical call volume data and forecast future trends.
• Create and maintain staffing schedules to meet service level agreements (SLAs).
• Monitor real-time call center operations and make adjustments as necessary.
• Collaborate with management to identify areas for improvement in workforce performance.
• Generate reports to communicate workforce metrics and performance levels to stakeholders.
• Assist in the development and implementation of workforce management strategies to enhance efficiency.

Requirements

• Bachelor’s degree preferred; additional years of direct experience may considered in lieu of a degree
• At least 1 year of WFM experience; 2 or more years preferred.
• Proficient in workforce management software and data analysis tools.
• Strong analytical skills with the ability to interpret and present data effectively.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel and data visualization tools.
• Knowledge of contact center operations is a plus.

Benefits

• All law benefits provided
• Cafeteria
• Weekly pay
• Paid training