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Workforce Management Analyst
Job in
Urbandale, Polk County, Iowa, 50398, USA
Listed on 2026-03-03
Listing for:
Saxon Global
Full Time
position Listed on 2026-03-03
Job specializations:
-
IT/Tech
Business Systems/ Tech Analyst, Data Analyst
Job Description & How to Apply Below
- 2+ years experience with Alvaria (formerly Aspect) Workforce Management platforms, including scheduling, forecasting and configuration management.
- Ability to manage dual-platform deployments and support CCaaS migration efforts.
- Proficiency in user management, work queues, activity codes, skills assignment, scheduling.
- Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.
- Skilled in capacity planning, intraday management, and contingency modeling.
- Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.
- Experience in application testing, system configuration, and defect tracking for workforce platforms.
- Ability to manage custom report development, activity code creation, and hierarchy management.
- Skilled in building dashboards, performance scorecards, and presentation decks for executive consumption.
- Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics.
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