WFM Analyst
Hybrid · Lehi, Utah, United States
Job Summary
WFM Analyst responsible for deploying our workforce against volume forecasts to achieve maximum efficiency across phone, email, back office, and credit review teams. This role handles tactical planning, short- to mid-term schedule adjustments, historical trend analysis, and reporting to ensure contact center service levels and KPIs are met daily, weekly, and monthly. Responsibilities include running staffing scenarios, assigning and communicating optimal agent schedules (600+ agents across four sites), managing shift bids, attending weekly WFM meetings, creating and managing schedules in Calabrio, monitoring KPIs with escalation as needed, and providing analytic insights to improve resources and customer experience. Requires strong data analysis skills, proficiency with WFM tools (Calabrio; experience with Verint/Five9), Excel, and cross-functional collaboration.
Required Qualifications
- Experience with workforce management, forecasting, Excel, and WFM systems like Calabrio, Verint, Five9
- Strong understanding of contact center operations, systems, and KPIs
- Ability to analyze large data sets, identify trends, and drive action
- Experience supporting intraday management and reporting to leadership
- Excellent communication with stakeholders at all levels
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