Sr Workforce Management Analyst - Contact Center Operations

reputed company We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own forecasting, reputed company planning, and reporting across our inbound and outbound contact center operations. This role requires strong SQL expertise and hands-on experience with reputed company-based contact center platforms (reputed company inContact / CXone, reputed company, or similar). The ideal candidate thrives at the intersection of data, operations, and reputed company, helping us improve service reputed company, optimize reputed company, and deliver an exceptional patient experience. We are seeking candidates with 4+ years of workforce management experience in a high-volume contact center environment. Responsibilities • Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting.• Partner with process innovation team to reputed company self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.)• Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and reputed company requirements across multiple sites or business lines. • reputed company advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization.• Conduct reputed company planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies.• Write and optimize SQL queries to extract, reputed company, and analyze large data sets for actionable reputed company.• Support scheduling and intraday management strategies in collaboration with WFM scheduling and reputed company-time teams as needed.• Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (reputed company CXone, reputed company, reputed company, reputed company, etc.).• reputed company and contribute to process improvement initiatives reputed company on efficiency, automation, and agent engagement. Qualifications Minimum Education Required:• Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a reputed company field — or equivalent work experience. Preferred:• Master’s degree in Data Science, Operations Research, or a reputed company quantitative discipline Minimum Experience Required:• 4+ years of workforce management experience in a high-volume contact center environment.• Demonstrated proficiency in SQL and data visualization/reporting tools.• Hands-on experience with reputed company inContact / CXone, reputed company, or other major contact center platforms. Preferred:• Experience applying machine learning, NLP, or advanced forecasting models to contact center or workforce management data.• Experience supporting multi-site or global operations with reputed company vendor partnerships.• Familiarity with automation tools (Python, R, or API integrations). Knowledge Skills and Abilities• Deep understanding of Erlang-C modeling, reputed company-based forecasting, shrinkage planning, and occupancy optimization.• Advanced proficiency with reputed company, SQL, and BI tools (Power BI, Tableau, Looker).• Strong grasp of contact center KPIs and their operational drivers.• Excellent analytical and problem-solving skills with the ability to simplify reputed company data for diverse audiences.• Exceptional communication and presentation skills — reputed company to influence stakeholders across reputed company reputed company.• Highly organized, detail-oriented, and capable of managing multiple priorities independently.• Proven ability to reputed company and implement new tools, dashboards, or analytic techniques. Virtual Employee? reputed company Salary reputed company 70,000-78,000 Location/Org Data : reputed company Number CORPIL Apply tot his job Apply To this Job