WFM Business Intelligence Analyst

Summary of This Role

The WFM Business Intelligence Analyst will be the analytical engine driving optimal resource allocation and operational efficiency across the entire service ecosystem, encompassing both back office and contact center operations. This role is responsible for transforming complex workforce and operational data into actionable, insightful business recommendations for executive and operational stakeholders. The Analyst will bridge the gap between WFM principles, business strategy, and data science to enhance service delivery, drive cost efficiency, and improve customer and merchant experience.

What Part Will You Play?

• Partner with WFM Forecast/Capacity:

  • Utilize the Capacity Planner’s validated long-term demand and staffing models to conduct high-level, strategic scenario planning and cost-benefit analysis for executive review.

  • Evaluate the accuracy of the volume and staffing forecasts...