WFM Analyst

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

• Univers...