WFM Real Time Analyst (Forecaster and Scheduler)

Create reports for capacity planning within the contact center. Analyze the forecast process from the WFM Software and provide updates, reforecast, and track accuracy. Monitor inbound/outbound call/email traffic and ensure efficient distribution based on staff availability.

Bachelor's degree in a relevant field. Minimum of 3 years of experience in Workforce Management or operations, specifically in scheduling and forecasting. Proficiency in utilizing WFM tools with at least 3 years of hands-on experience with platforms such as Genesys or Amazon Connect.