Senior Executive-Workforce Management-WFM

Workforce analysts interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. They ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.

Workforce analysts are responsible for maintaining and updating scheduling software and reporting data management activities around employee scheduling and forecasts.