Senior WFM Forecasting & Scheduling Analyst

Caesars Entertainment; Las Vegas (NV); Presencial; USD 70 000 - 100 000; Tempo integral

Resumo da oferta

Caesars Entertainment is seeking a Senior Workforce Management and Reporting (WFM) Analyst to forecast contact volumes, analyze trends, and create schedules for a multi-skilled contact center in a fast-paced environment. The role focuses on meeting service levels, sales targets, and budget goals while providing timely reports to management.

Ideal candidates will have 3 years of contact center experience, 1 year in customer service, and strong proficiency with WFM software, Excel, and data

Qualificações

• Education: High school graduate.
• Experience: 3 years contact center experience and 1 year customer service oriented job experience.
• Familiarity with reporting and WFM software.

Responsabilidades

• Create and maintain long and short term forecasts by projecting future contact volume and handle times.
• Gathers and analyzes data for hiring, budgeting, and labor related issues for improving service and/or sales.
• Creates and adjusts weekly schedules based on forecasted contact volume and handle times.
• Monitors service level, occupancy, abandonment, and cost per minute goals and adjusts schedules accordingly.
• Publish productivity reports and pro-actively analyze contact center statistics to improve service and labor cost.

Conhecimentos

Forecasting

Scheduling

WFM software

Data analysis

Excel

Formação académica

High school diploma

Ferramentas

IEX

SQL

VB

Showcase

Descrição da oferta de emprego

Caesars Entertainment is seeking a Senior Workforce Management and Reporting (WFM) Analyst to forecast contact volumes, analyze trends, and create schedules for a multi-skilled contact center in a fast-paced environment. The role focuses on meeting service levels, sales targets, and budget goals while providing timely reports to management.

Ideal candidates will have 3 years of contact center experience, 1 year in customer service, and strong proficiency with WFM software, Excel, and data