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Data Analyst - Workforce Planning & Analytics

Location Memphis, United States
Posted 14-September-2021

One of our large clients is seeking 2 Sr. Data Analysts for Workforce Planning & Scheduling to sit REMOTE. This individual will be responsible for the forecasting, resource planning, scheduling, and reporting of the agent resources and customer interactions. Leverages cross-divisional relationships and coordinates with Enterprise Operations Mass Marketed Programs team and Direct Marketing Team. Conducts and provides analytical guidance to meet business needs.

Masters degree

Experience working in a blended call center (both inbound and outbound)

Knowledge of SQL
4+ years experience in workforce management, workforce planning, workforce analytics, telecommunications, WFM

o A current or previous workforce manager or WFM manager who is okay being an individual contributor would be perfect for this role

Experience developing staff models

Ability to develop financial forecast and prepare reports

o Ability to forecast in the Back Office will work

Experience supporting an inContact software (NICE preferred but any will do)

o Other examples of inContact software Avaya, Genesys, Odigo, Talkdesk, Five9

Proficient with Excel

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