Overview
On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
Skills
Workforce Management
HR Analytics
Microsoft PowerPoint
Data Visualization
Capacity Management
Configuration Management
Microsoft Excel
Scheduling
Job Details
Workforce Management Analyst
West Des Moines, IA (3 days in office/2 days remote)
12+ months Contract
Must work on W2 basis only
This role acts as the bridge between operations, technology, and strategy using data and workforce tools to ensure the right number of people are working at the right times, on the right platforms
- 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, and 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.