Overview
On Site
USD53 - USD53
Contract - W2
Skills
Workforce
Management
Analyst
Job Details
Workforce Management Analyst
West Des Moines, IA
12+ months 3 days in office/2 days remote
W2 Rate - $53/hr
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 and Verint 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.
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.