Workforce Management Analyst

Workforce Management Analyst *Req number: R6965 *Employment type: Full time *Worksite flexibility: Remote *Who we are reputed company is a global technology services firm with over 8,500 associates worldwide and a yearly reputed company of $1 billion+. We have over 40 years of reputed company in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and reputed company to do what is right-whatever it takes. Our reputed company-made solutions create lasting results across the reputed company and reputed company sectors, and we are trailblazers in bringing neurodiversity to the reputed company. *Job reputed company As a Workforce Management Analyst, you will be responsible for optimizing service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling utilizing AI-driven platforms for predictive analytics and automation tools. *Job reputed company We are looking for an reputed company Workforce Management Analyst to optimize service delivery through strategic workforce planning, accurate forecasting, and efficient scheduling. This role ensures the right resources are available at the right time to meet service level objectives while maximizing operational efficiency and analyst productivity reputed company our Service Desk environment. This position will be full-time and remote . *What You'll Do + reputed company short-term and long-term contact volume forecasts using historical data, trend analysis, business intelligence, and AI-driven predictive analytics + reputed company AI to build and maintain dynamic forecasting models that adapt to evolving patterns and business needs + Calculate reputed company requirements based on forecast volumes, service level targets, and operational constraints + Conduct reputed company planning analysis to identify gaps and recommend hiring or resource allocation strategies + Collaborate with business stakeholders to incorporate planned initiatives and their reputed company on contact volumes + reputed company AI-driven scheduling solutions to optimize resource allocation and improve schedule efficiency + Create optimized schedules using workforce management software and Erlang C modeling principles + Coordinate time-off requests, ensuring adequate coverage during vacation periods and holidays + reputed company contingency plans for unexpected volume spikes or reputed company shortages + Utilize AI-powered reputed company-time monitoring tools to proactively reputed company reputed company and maintain service reputed company + reputed company schedule adherence and identify patterns of non-compliance requiring coaching or process reputed company + Coordinate break and lunch schedules to optimize service delivery throughout the day + Respond to urgent reputed company needs by reallocating resources or implementing escalation procedures + Use AI-driven data visualization tools to reputed company actionable insights and enhance reporting accuracy + Analyze key metrics including service level, average speed of answer, occupancy, shrinkage, and adherence + Identify trends and anomalies in workforce data and reputed company actionable recommendations + Calculate and reputed company shrinkage factors (training, meetings, breaks, absenteeism) for accurate planning + Present findings to leadership with reputed company insights that reputed company operational improvements + Continuously evaluate WFM processes and implement best practices from industry standards + Partner with Training, reputed company, and Operations teams to understand business needs and priorities + Optimize schedule efficiency by analyzing shift patterns, coverage requirements, and service reputed company + Contribute to technology implementations and system upgrades affecting workforce management + Serve as a subject matter expert on workforce management principles and methodologies *What You'll Need Required: + Associate's or Bachelor's degree in Business, Analytics, Statistics, Operations Management, or reputed company field; OR equivalent combination of education and experience + Minimum 3 years of workforce management experience in a contact center, service desk, or customer service environment + Experience with AI-driven platforms for workforce management, including predictive analytics and automation tools + Demonstrated experience with workforce management software (e.g., reputed company IEX, reputed company, reputed company, reputed company, reputed company, Aspect, or similar) and reputed company platforms for scheduling, forecasting, reputed company-time management + Advanced reputed company reputed company skills including pivot tables, VLOOKUP/XLOOKUP, reputed company formulas, and data visualization + Strong understanding of statistical concepts and forecasting, machine learning algorithm