WFM Analyst — Real-Time Staffing & Analytics

NationsBenefits; Plantation (FL); On-site; USD 47,999 - 48,000; Full time

Job summary

A leading healthcare services provider in Plantation, FL is seeking an entry-level WFM Analyst to provide support to the team by tracking and managing call center agent productivity. This position requires strong Excel skills and a minimum of 2 years in a contact center role. The ideal candidate will work in a fast-paced environment and help optimize staffing based on real-time data. Full-time employment with a range of $47,999 to $48,000 is offered.

Qualifications

• Ability to work under pressure in a dynamic environment.
• Experience communicating with all levels of management.
• Proficient in data visualization and analysis tools.

Responsibilities

• Monitor real-time and intra-day call volume/staffing.
• Update schedules and adjust staffing based on performance.
• Report performance metrics to business stakeholders.

Skills

Advanced proficiency in Excel

Attention to detail

Excellent verbal and written communication skills

Experience in managing multiple priorities

Strong problem-solving skills

Education

1-3 years of WFM experience

2+ years Contact Center experience

Tools

Genesys Cloud

Job description

A leading healthcare services provider in Plantation, FL is seeking an entry-level WFM Analyst to provide support to the team by tracking and managing call center agent productivity. This position requires strong Excel skills and a minimum of 2 years in a contact center role. The ideal candidate will work in a fast-paced environment and help optimize staffing based on real-time data. Full-time employment with a range of $47,999 to $48,000 is offered.