WFM Scheduling Analyst

A company is looking for a WFM Scheduling Analyst to support Workforce Management functions through scheduling and capacity planning.

Key Responsibilities

Generate and maintain agent schedules based on business requirements and availability

Assist in updating capacity plans and maintain WFM system data, including agent profiles and scheduling rules

Create and distribute recurring and ad-hoc scheduling reports for the WFM team

Required Qualifications

Minimum of 1 year of Workforce Management experience focused on scheduling or capacity planning

At least 2 years of experience in a contact center environment

Proficiency in Microsoft Excel and familiarity with other Microsoft Office tools

Experience with WFM software platforms such as Verint or NICE IEX

Reliable attendance and ability to work a consistent, full-time schedule