Workforce Management Analyst
On-siteWichita, Kansas, United States
Job Summary
Monitor intraday volume, real-time staffing levels, and agent adherence to proactively identify service risks and performance gaps. Execute staffing plans with accuracy, adjusting schedules for approximately 50 agents in response to volume fluctuations or operational changes. Deliver timely intraday reporting and insights to operational leaders, highlighting trends and recommended corrective actions to maintain service level agreements. Collaborate with Operations, Quality, and Training to communicate intraday risks and recommend tactical adjustments that enhance customer experience. Support escalation and recovery efforts by providing real-time data and coordinating staffing adjustments to stabilize service during unplanned events.
Required Qualifications
- 3 years in workforce management, scheduling, or real-time analysis
- Strong analytical and data interpretation skills
- Experience working with WFM systems and reporting tools
- Ability to manage multiple priorities in a fast-paced environment
- Advanced Excel or data analysis skills
- Strong communication and coordination abilities
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience with forecasting or capacity models
- Knowledge of reporting dashboards (Power BI, Tableau)
- Exposure to multi-channel workforce environments
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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