Senior Workforce Analyst
Company: VirtualVocations
Location: Vista
Posted on: May 13, 2025
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Job Description:
A company is looking for a Senior Workforce Analyst - Contact
Center.
Key Responsibilities
Monitor real-time volume, AHT, and staffing requirements in a
multi-skill contact center environment
Forecast call volume, AHT, and Shrinkage at various levels and
manage intraday staffing adjustments
Provide real-time data analysis and maintain communication with
contact center/BPO vendors regarding scheduling and resource
needs
Required Qualifications
4+ years of experience in a contact center workforce management
environment
Experience using NICE IEX or similar workforce management
software
Experience in forecasting call volume, AHT, and Shrinkage
Preferred experience with scheduling functionality within workforce
management tools and working with BPOs
Knowledge of contact centers and customer service operations
Keywords: VirtualVocations, Florence-Graham , Senior Workforce Analyst, Professions , Vista, California
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