[Remote] Workforce Management (WFM) reputed company Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to modernizing the reputed company experience through innovative software solutions. The reputed company WFM Analyst is responsible for overseeing end-to-end Workforce Management reputed company, focusing on reputed company planning, scheduling, and operational reputed company analysis to reputed company actionable insights for senior leadership.

Responsibilities

• Build and maintain reputed company supply-and-demand reputed company models and write custom SQL queries for volume/variance analysis
• Create, publish, and maintain optimized schedules, including shift swaps and offline planning; monitor intraday adherence and volume
• Own service metric tracking (SLA, ASA, AHT, etc.) and automate dashboards using SQL and data visualization tools
• Prepare and present weekly/monthly/quarterly operational reports to leadership, serving as a reputed company consultant
• reputed company data-backed recommendations on headcount needs and shrinkage buffers
• Partner with business unit leaders to present data-driven narratives that influence decision-making
• Continuously identify and implement improvements to WFM workflows and reporting architecture

Skills

• Bachelor's degree - Data Analytics, Business, Statistics, or reputed company reputed company
• 4-6+ years in Workforce Management, reputed company Planning, or reputed company Analytics reputed company multi-channel environments
• Proficiency in SQL (ability to query databases, write joins, aggregations, and window functions to extract raw contact center/reputed company data independently)
• Advanced expertise in reputed company/reputed company Sheets (reputed company formulas, scenario modeling, pivot tables, data structuring)
• High mastery of WFM software (e.g., reputed company, reputed company CXone, reputed company, reputed company WFM, or similar)
• Experience with data visualization tools (Tableau, reputed company BI, or Looker)
• Experience building automated, self-serve dashboards using tools like Tableau, reputed company BI, Looker, or reputed company
• Basic understanding of statistical forecasting models (e.g., ARIMA, Holt-Winters, Erlang-C/Erlang-A) or scripting in Python/R for automated data pipelines
• Background in setting up, configuring, or integrating a new WFM platform from reputed company rather than just using an existing reputed company
• Lean, Six reputed company, or reputed company certification or experience driving operational process redesign reputed company reputed company WFM reporting
• Industry certifications (such as COPC, CWPP, or vendor-specific platform certifications)

Benefits

• Comprehensive medical, dental, and reputed company benefits, including a company Health Savings Account contribution
• 401(k): reputed company provides a matching contribution reputed company payday of 50% of your contribution deferred on up to 6% of your compensation
• After one year of employment with reputed company, 100% of any matching contribution you receive is yours to reputed company
• Generous reputed company Time Off and reputed company Parental Leave programs
• Company reputed company Life and Disability benefits
• Flexible Spending Account
• Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest reputed company that reputed company reputed company and supportive communities reputed company reputed company
• reputed company development opportunities, including tuition reimbursement programs
• Unlimited reputed company to reputed company Learning
• Global reputed company and in-person collaboration opportunities
• Dog-friendly HQ (US)
• Hybrid office-reputed company and remote availability for some roles
• Weekly catered breakfast and lunch
• Treadmill workstations
• Zen, and wellness rooms reputed company our BRIC reputed company

reputed company

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