Strategic WFM Analyst — Contact Center Optimization

Provalus; Edenton (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

Provalus, part of the OPS brand, is seeking a full-time WFM Analyst to join our growing organization and support Fortune-listed clients. This role is ideal for someone with call center experience and a drive to advance within a mission-driven company.

You will analyze volumes and arrival patterns, forecast demand, schedule staff, monitor KPIs, and collaborate with IT to optimize the workforce and meet SLAs.

Qualifications

• Solid knowledge of Call Center Metrics and Workforce Management policies and procedures.
• Experience forecasting and scheduling in a call center environment.
• WFM experience including real-time analysis and staffing optimization.
• 2+ years of WFM and IVR (Five9 preferred) in managing contact center solutions.
• Broad knowledge of contact center and customer service operations.
• Proficiency with MS Word, Excel, PowerPoint, and Access.

Responsibilities

• Analyze contact center volumes and arrival patterns to optimize staffing and scheduling.
• Create staffing adjustments based on client needs and SLAs.
• Aggregate forecast data for headcount, budget, and capacity planning.
• Study shrinkage and historical trends to inform forecasting.
• Validate schedules and data against SLAs and KPIs.
• Maintain WFM system data and support scheduling requirements.
• Monitor hourly call volumes, AHT, and staffing levels.
• Track agent schedule adherence and incidents.
• Serve as cross-functional point of contact for IT on system issues.
• Configure and manage call campaigns and IVR-related features.
• Manage IVR performance and ensure correct routing and recording.
• Optimize telephony platforms to boost productivity with analytics.
• Manage telephone numbers, station IDs, and agent skills.
• Analyze call center data to identify trends and implement real-time adjustments.
• Identify customer needs to create solutions and close gaps.
• Perform other duties as assigned.

Skills

Call center metrics

Workforce management

Forecasting

Scheduling

Data analysis

Communication

Real-time analysis

Adaptability

Tools

Five9

MS Excel

MS Word

MS PowerPoint

MS Access

Job description

Provalus, part of the OPS brand, is seeking a full-time WFM Analyst to join our growing organization and support Fortune-listed clients. This role is ideal for someone with call center experience and a drive to advance within a mission-driven company.

You will analyze volumes and arrival patterns, forecast demand, schedule staff, monitor KPIs, and collaborate with IT to optimize the workforce and meet SLAs.