Principal Workforce Management Analyst

A company is looking for a Principal Workforce Management Analyst to optimize workforce operations in a remote setting.

Key Responsibilities

Develop and maintain forecasts for contact volumes and staffing requirements

Create and manage optimized schedules for contact center agents

Monitor real-time performance and make intraday staffing adjustments

Required Qualifications

Expertise in forecasting, scheduling, and real-time management principles

Advanced proficiency with WFM software, preferably Calabrio

5-7 years of experience in Workforce Management within a high-volume contact center

Experience with business intelligence tools like Tableau or Power BI

Bachelor's degree preferred, but not required