Insight Global
Minimum of 2 years in workforce management, contact center support, or sales operations, ideally in a service call center operations or public sector experience
Proficiency in WFM (e.g., Amazon connect, Genesys, Nice)
Knowledge of Q-flow appointment system is desirable
Strong forecasting, capacity planning, and real-time monitoring capabilities in a multi-channel & multi-sites
Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
Job Description The Workforce Management Analyst is responsible for forecasting, scheduling, and real-time monitoring to ensure the call center is adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like March Madness, planning hybrid work-schedules and provides key insights to optimize efficiency and agent experience. Collaborate with Member Services and Benefits management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making.
Compensation $30-35/hour
- Depending on experience
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefits Benefit packages for this role include healthcare insurance offerings and paid leave as provided by applicable law.
Seniority level Mid-Senior level
Employment type Contract
Job function Human Resources
Industries Hospitality
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Proficiency in WFM (e.g., Amazon connect, Genesys, Nice)
Knowledge of Q-flow appointment system is desirable
Strong forecasting, capacity planning, and real-time monitoring capabilities in a multi-channel & multi-sites
Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
Job Description The Workforce Management Analyst is responsible for forecasting, scheduling, and real-time monitoring to ensure the call center is adequately staffed to meet service and performance targets. This role supports resource planning during critical periods like March Madness, planning hybrid work-schedules and provides key insights to optimize efficiency and agent experience. Collaborate with Member Services and Benefits management team to obtain all the necessary information to adequately support planning, forecasting and facilitate decision making.
Compensation $30-35/hour
- Depending on experience
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefits Benefit packages for this role include healthcare insurance offerings and paid leave as provided by applicable law.
Seniority level Mid-Senior level
Employment type Contract
Job function Human Resources
Industries Hospitality
#J-18808-Ljbffr