Senior Workforce Management Analyst - Remote

REQUIRED QUALIFICATIONS:

Knowledge of:

• Contact center and back-office operations environments, challenges, and best practices
• Solid knowledge of call center principles and call center performance metrics/reporting
• Solid knowledge of workforce management systems and processes

Ability to:

• Experience using excel and software to build and maintain complex forecasting models.
• Ability to utilize complex forecasting and resource scheduling systems and processes.
• Demonstrated analytical abilities that lead to solid business recommendations. Ability to understand data, derive reports, and apply statistical and mathematical principals toward configuring WFM systems to address business needs.
• Provide excellent customer and business focus, with strong interpersonal and soft skills.
• Able to observe and document complex processes, reducing complexity and to produce user-friendly artifacts.
• Demonstrated strong business acumen and ability to lead through influence versus direct authority, including challenging the status quo.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to establish effective working relationships with individuals from diverse backgrounds and abilities.
• Ability to work effectively and collaboratively in a fast-paced team environment.
• Proficient with Microsoft Office Suite or related software.

Education and/or Experience:

• Bachelor’s degree in Mathematics, Statistics, Quantitative disciplines, Business, Finance or related field, or equivalent experience required
  
• Five or more years of successful workforce forecasting and planning experience, with strong operations background, preferably in a high demand contact center environment.
   

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Experience implementing a workforce management function or exposure to early development of the function
  
• 2 years leadership experience preferably within a contact center environment.
  
• Experience working in the healthcare sector 
  
• Experience working in a regulated environment

Be The Match offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: Be The Match Benefit Information