Senior WFM Analyst: Real-Time Intraday Forecasting Leader

Spectrum; Louisville (KY); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Spectrum is seeking a Sr Workforce Management Analyst to drive intraday forecasting and staffing optimization for call centers. The role focuses on maximizing occupancy and service levels through real-time analysis of call volumes and productivity.

Responsibilities include short-term forecast validation, scheduling adjustments, and collaboration with site leaders to ensure alignment with forecasted demand and staffing availability across both internal and outsourced centers.

Formación

• Bachelor's degree in statistics, business, or related field.
• 5+ years workforce management scheduling and forecasting experience.
• Inbound contact center experience 4+ years.

Responsabilidades

• Implement short term forecast aligned with long term plan to maximize occupancy and service levels.
• Monitor real-time and intraday staffing to meet forecasted requirements.
• Coordinate schedules and adjust staff requirements as needed.
• Collaborate with site leaders to optimize staffing attainment and OT/VTO balance.
• Analyze post-day activities to improve future results.

Conocimientos

English proficiency

Urgency

Independent work

Data analysis

Communication

Multitasking

Confidentiality

Problem solving

Leadership potential

PC skills

Educación

Bachelor's degree in statistics, business, or related field

Herramientas

Excel

Access

Aspect eWorkforce Management

Descripción del empleo

Spectrum is seeking a Sr Workforce Management Analyst to drive intraday forecasting and staffing optimization for call centers. The role focuses on maximizing occupancy and service levels through real-time analysis of call volumes and productivity.

Responsibilities include short-term forecast validation, scheduling adjustments, and collaboration with site leaders to ensure alignment with forecasted demand and staffing availability across both internal and outsourced centers.