Sr. Workforce Management Analyst

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from a designated location
• Collaborative and inclusive work environment that values employee contributions
• Commitment to equal opportunity and employee well-being
• Ability to make a meaningful impact on customer experience and operational efficiency

• Administer skilling and queue assignments in the Workforce Management (WFM) platform
• Maintain and run daily/weekly scheduling tasks to optimize staffing
• Identify and report abnormalities in volume, system performance, or individual activity
• Collaborate with key customer stakeholders to gain consensus on strategies
• Develop and execute forecasting and demand planning models

• Availability to work US West Coast business hours (12:00-21:00 BRT)
• BS/BA degree or equivalent work experience
• Minimum of 5 years of Workforce Management experience
• Proficiency with Salesforce, Google Sheets, and WFM tools (e.g., Genesys)
• Experience using data visualization tools (e.g., Salesforce CRM Analytics)

• Experience with Genesys WFM
• Familiarity with Jira and Confluence
• Ability to frame business problems and communicate insights effectively
• High degree of intellectual curiosity and self-confidence
• Excellent verbal and written communication skills for engaging stakeholders at all levels

#E‑Signature #Workforce Management #Remote Work #Career Growth #Analytical Skills

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