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Fast. Reliable. Local. Fiber-Optic Solutions to Support Your Connectivity Needs
Workforce Management Analyst
Location
Alabama + 9 moreAll locations: Alabama | Florida | Illinois | Kansas | North Carolina | Ohio | Missouri | South Carolina | Tennessee | Texas
Posted
21 days ago
Salary
0
Seniority
Mid Level
Job Description
Workforce Management Analyst
Clearwave Fiber
• Responsible for managing and optimizing contact center resources through forecasting, scheduling, intraday management, and performance analysis. • Develop short- and long-term contact volume forecasts using historical data, seasonality, and business drivers. • Build staffing and capacity models aligned to service level, ASA, abandonment, and occupancy targets. • Adjust forecasts based on marketing initiatives, outages, promotions, and business growth. • Maintain and update agent schedules in Genesys Cloud WFM. • Track schedule adherence, conformance, and shrinkage assumptions. • Monitor queues, agent status, and staffing levels throughout the day. • Identify intraday performance variances and escalate risks to leadership. • Produce daily, weekly, and monthly workforce management reports and performance insights. • Partner with Operations, Training, and CC Administration teams.
Job Requirements
- 2+ years of Workforce Management experience in a contact center environment
- Strong analytical and data interpretation skills.
- Experience supporting multi-skill, omni-channel environments (voice, chat, SMS, digital).
- Proficiency in Excel and/or BI reporting tools.
- Understanding of contact center KPIs and staffing models.
- Excellent problem-solving, communication, and collaboration skills.
- Familiarity with AI, chatbots, and digital engagement tools.
- Awareness of compliance standards such as PCI-DSS or HIPAA.
Benefits
- Lucrative short-term bonus plan
- Medical, dental, and vision coverage – starting day one
- Life insurance (employee, spouse, and children)
- Paid time off
- 401(k) with 100% company match up to 4% (vesting and matching start upon hire)
- Employee Assistance Program
- Free Clearwave Fiber services (when living in a service area)
- Career growth and advancement opportunities
- Collaborative, mission-driven work environment
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