Workforce management analyst - Des Moines, IA (Hybrid)

Workforce management analyst

Position : Contract

Location : Des Moines, IA (Hybrid)

Duration : 12+ months

Mandatory skills : Alvaria, Verint, WFM

Job description :

Technical & Platform Expertise :

Experience with Alvaria and Verint Workforce Management platforms, including scheduling, forecasting and configuration management.

Ability to manage dual-platform deployments and support CCaaS migration efforts.

Proficiency in user management, work queues, activity codes, skills assignment, scheduling.

Data Analysis & Forecasting :

Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.

Experience with work queue forecasting and scheduling.

Ability to generate project schedules for non-volume-driven work.

Skilled in capacity planning, intraday management, and contingency modeling.

Communication & Stakeholder Engagement :

Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.

Lead bi-weekly business readouts and delivers actionable insights to leadership.

Coordinates with cross-functional teams including Finance, Ops Leadership, and Technology.

Application Testing & Defect Tracking :

Experience in application testing, system configuration, and defect tracking for workforce platforms.

Ability to manage custom report development, activity code creation, and hierarchy management.

Reporting & Presentation Building :

Skilled in building dashboards, performance scorecards, and presentation decks for executive consumption.

Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics.

Strategic & Operational Leadership :

Demonstrated ability to lead workforce optimization initiatives including shift bidding, schedule auctions, and outsourcer scheduling.

Experience in system administration, telephony queue management, and real-time adjustments.

Proven track record in process improvement, compliance alignment, and resource utilization optimization.