Senior WFM Analyst: Forecasting, Scheduling & Reporting

Caesars Entertainment; Las Vegas (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

Caesars Entertainment in Las Vegas is seeking a Senior Workforce Management and Reporting Analyst to manage forecasting and scheduling in a dynamic contact center. This role includes analyzing contact volumes to meet service levels and creating staff schedules.

The ideal candidate has 3 years of contact center experience and a strong understanding of WFM processes. You will be responsible for ensuring that operations meet the highest standards in service and productivity while utilizing your analytical and leadership skills in a fast-paced environment.

Qualifications

• 3 years of contact center experience required.
• 1 year of customer service job experience is necessary.
• Familiarity with WFM and reporting software preferred.

Responsibilities

• Forecast and analyze contact volumes and create schedules.
• Monitor and ensure service level goals are met.
• Create and maintain forecasts based on historical data.

Skills

WFM processes knowledge

Microsoft Office (Excel, PowerPoint, Word)

Excellent communication skills

Mathematical skills

Ability to handle multiple tasks

Upbeat and positive disposition

Education

High school graduate

Tools

Contact center software

WFM software

Job description

Caesars Entertainment in Las Vegas is seeking a Senior Workforce Management and Reporting Analyst to manage forecasting and scheduling in a dynamic contact center. This role includes analyzing contact volumes to meet service levels and creating staff schedules.

The ideal candidate has 3 years of contact center experience and a strong understanding of WFM processes. You will be responsible for ensuring that operations meet the highest standards in service and productivity while utilizing your analytical and leadership skills in a fast-paced environment.