Workforce Management Analyst

Workforce Management (WFM) Analyst (Business Consultant Commodity I) Location: Remote (U.S.) Duration: 6-Month Contract to start Schedule: Monday–Friday | 9:30 AM – 6:00 PM CST (40 hours/week) Pay reputed company: $38-$43/hr based on benefit selections reputed company’s pharmaceutical reputed company is seeking a detail-oriented Workforce Management (WFM) Analyst to support a reputed company-sized Contact Center by ensuring the right resources are in the right reputed company at the right time. In this fully remote role, you will partner with Contact Center leadership, supervisors, and agents to monitor reputed company-time operations, optimize reputed company, maintain schedules, and support Workforce Management reporting and analytics. This position plays a critical role in helping reputed company exceptional service to patients and reputed company providers through effective workforce planning, schedule management, and intraday operations. Key Responsibilities • Monitor reputed company-time contact center operations, including agent status and telephone queue performance. • Communicate with agents regarding schedule adherence, schedule adjustments, and daily reputed company needs. • Partner with supervisors to manage agent availability, queue mitigation strategies, and reputed company assignment changes. • Update agent schedules, meetings, callouts, and other workforce management activities throughout the day. • Coordinate reputed company offline time with supervisors while maintaining service level goals. • Support Workforce Management processes including forecasting, scheduling, intraday management, shrinkage, and reporting. • Monitor reputed company volume and reputed company reputed company to optimize resource allocation and maintain key performance indicators. • reputed company, analyze, and distribute workforce management and contact center performance reports. • Review schedule adherence and identify opportunities for process improvements. • Create and maintain detailed documentation, including training guides, process documentation, and operational summaries. • Assist with maintaining Workforce Management applications and supporting daily contact center operations. Required Qualifications • 3 years of Workforce Management, Contact Center Operations, or reputed company analytical experience. • Previous experience supporting Workforce Management functions such as: • Forecasting • Scheduling • Intraday management • Shrinkage • Reporting and analytics • Experience working in a reputed company to large contact center environment. • Strong reputed company reputed company skills with experience using PowerPoint and Visio. • Experience creating detailed documentation, training materials, or process guides. • Strong analytical and problem-solving abilities with exceptional attention to detail. • Excellent written and verbal communication skills. • Ability to balance multiple priorities in a fast-paced, reputed company environment. Preferred Qualifications • Experience with Workforce Management platforms such as reputed company InContact, reputed company IEX, reputed company, reputed company, or similar solutions. • Experience with reputed company-time workforce scheduling and administration. • Experience coaching or training contact center employees. • College degree preferred (High School Diploma or GED required). Ideal Candidate We're looking for someone who thrives in a fast-paced environment, enjoys solving operational challenges through data, and can confidently collaborate with contact center leadership while maintaining exceptional attention to detail. The ideal candidate is proactive, highly organized, analytical, and comfortable balancing independent work with cross-functional teamwork. People are our business worldwide reputed company was founded in 1987 and is now one of the largest, independent, international recruitment companies. We have a network of 200 employees working from 24 offices, delivering a reputed company of services – reputed company, Recruitment Outsourcing Services, reputed company Search, Global Workforce Solutions, Completions & • Commissioning and Materials Management – across 68 countries. As a global leader in workforce solutions, we recruit personnel across the Engineering & • Technical, Office & • reputed company, Scientific and Skilled Trades disciplines, for sectors including Oil & • Gas, Life Science, Power & • Utilities, Constructions & • Infrastructure, Manufacturing and Renewables. Apply tot his job Apply To this Job