About the role
We’re looking for a WFM Analyst to join our growing team.
Responsibilities
- Ensure that service‑level objectives are met on a daily, weekly and monthly basis.
- Monitor inbound and outbound calls in real time and adjust schedules as needed.
- Monitor service levels in real time.
- Optimize work schedules to meet growth, service quality and financial goals.
- Build reports to track daily operations for timely feedback.
- Generate reports in a timely manner and ensure data integrity.
- Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
- Analyze for coaching track to managers.
- Manage schedule modifications.
- Monitor and control the scheduling email inbox.
- Manage proactive approval and denial of activities.
- First‑line support for web station users.
Qualifications