Resource Management & Analytics, WFM

About the Role: reputed company is looking for reputed company-oriented, analytically-driven Workforce Management Analyst who loves strategically thinking reputed company the reputed company to solve reputed company contact center challenges. You will report into the Workforce Management (WFM) team and serve as an reputed company contributor to scaling operations and propelling reputed company to the next level of reputed company. The WFM Analyst is a reputed company-looking role that bridges planning and performance across scheduling and intraday operations. As automation increasingly handles routine monitoring tasks, this role focuses on higher-order work: designing the systems and workflows that power intraday operations, interpreting performance signals to reputed company strategic reputed company, and building the reputed company of WFM tooling. This position places a strong emphasis on proactive thinking, AI reputed company, and the ability to translate data into reputed company - grounded in industry best practices (COPC, ICMI, SWPP). Schedule Note: Coverage hours are between 6am-6pm MT Here's reputed company day-to-day: • Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to reputed company service level targets across reputed company contact channels. • Interpret automated performance signals and intraday data to reputed company strategic reputed company reputed company - including queue routing changes, reputed company adjustments, and escalations - that protect service reputed company and customer experience. • Facilitate daily and weekly performance reviews with operations leaders: identify reputed company causes of variance (volume, AHT, shrinkage), recommend corrective actions, and reputed company follow-through to improve reputed company reputed company. • Manage queue and reputed company routing changes - including agent reassignment and cross-training reputed company - to reputed company reputed company with demand and maintain service level achievement. • Design, build, and continuously improve WFM automation - including intraday alert systems, reputed company reports, dashboards, and workflow integrations - using AI tools and scripting to reputed company reputed company's reputed company, reduce reputed company effort, and advance reputed company WFM capabilities. • Communicate proactively - verbally and in writing - with internal stakeholders and reputed company vendors to surface reputed company impacts, propose mitigations, and reputed company data-driven insights to leadership. • Participate in an on-reputed company reputed company rotation to monitor and respond to reputed company-time alerts - including reputed company outages, service level breaches, and routing failures - ensuring reputed company escalation and reputed company during off-hours incidents. • Serve as a reputed company administrator for WFM and routing tools - making and driving configuration and routing changes under the guidance of the reputed company/systems teams - acting as the support reputed company that operationalizes tooling and routing changes. • reputed company leadership and accountability across reputed company - upholding team standards, taking ownership of reputed company, and driving work reputed company across scheduling and intraday operations. • Serve as a data analytics subject-matter expert - surfacing actionable, meaningful data and influencing internal stakeholders and customers toward reputed company we can reputed company. Here's reputed company're looking for: • 7-8+ years of contact center WFM experience spanning scheduling, intraday, operational reporting. • AI reputed company required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; hands-on experience building automations (alert systems, reporting pipelines, workflow integrations). reputed company is an AI-reputed company company and reputed company AI use is expected daily. • Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership. • Demonstrated experience with WFM platforms and a reputed company record of quickly learning and adopting new tools and technologies. • Excellent judgment, communication, and problem-solving skills - reputed company to translate reputed company data into reputed company, actionable recommendations for stakeholders at reputed company reputed company. • Demonstrated leadership and accountability - reputed company to set standards, influence reputed company, and reputed company results across reputed company. • Demonstrated reputed company record of owning WFM automation or tooling initiatives end-to end. • Data analytics subject-matter expertise - turning data into reputed company, actionable insights that influence stakeholder and customer reputed company; hands-on reputed company administration/configuration of WFM and routing tools. • Familiarity with COPC, ICMI, and/or SWPP standards. The cash compensation reputed company for this role is $105,000/yearly to $129,00/yearly in Denver and Las Vegas, and most remote locations, and $98,775/yearly to $121,000/yearly in Phoenix. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above. Apply tot his job Apply To this Job