Workforce Management Analyst
Westborough, MA US
Job Description
We are searching for a Workforce Management Analyst to join our client in their high volume call center in Westborough, MA. This position will be tasked with mantaining and modifying forecasting for the call center and analyzing trends. You will also work closely with the finance department as you provide them with forecasting info that will effect the company's budget.
Hybrid work schedule with 3 days in office and 2 days remote!
Job Requirements
Responsibilities
- Maintains and modifies forecasting methodologies for the contact center operation
- Maintains the historical workload data base, analyzes historical volumes and transaction times, and develops operational productivity assumptions
- Tracks forecast accuracy on a daily, weekly, monthly and annual basis
- Provides finance with forecasts to be used for budgeting purposes
