Immediate need for a talented WFM Analyst . This is a 06+months contract opportunity with long-term potential and is located in Tucson, AZ/ San Deigo, CA(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:26-24565
Pay Range: $40 - $42/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Exception Monitoring & Processing: Monitor multiple inbound channels throughout the working day for scheduling exception requests; process each request accurately and within predefined thresholds and response time parameters, escalating edge cases as appropriate
- Threshold-Based Decision Making: Apply established exception handling guidelines to evaluate and approve, deny, or escalate requests consistently across a steady volume of daily submissions
- Schedule Execution & Manual Intervention: Identify and correct scheduling gaps or conflicts that automated processes don t resolve, ensuring expert coverage targets are maintained
- Bulk Scheduling Operations: Run Python scripts that generate bulk schedule upload files; review outputs for accuracy before submitting for async processing into the scheduling platform
- Shrinkage Tracking: Track and reconcile operational shrinkage (time off, training, unplanned absences) against planned assumptions, flagging discrepancies for review
- Scheduling Package Support: Assist in preparing scheduling deliverables and operational summaries for handoff to Real-Time Operations (RTO) teams covering upcoming scheduling windows
- Performance Monitoring: Support maintenance of reports and tracking tools that surface scheduling adherence, exception trends, coverage gaps, and key WFM metrics
- Issue Documentation: Log recurring exception patterns, platform limitations, and manual workaround procedures to support process improvement and institutional knowledge.
Key Requirements and Technology Experience:
- Experience: 2+ years of hands-on experience in a workforce management, scheduling, or operations role
- WFM Fundamentals: Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service level
- WFM Platform Familiarity: Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)
- Multi-Channel Monitoring: Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAs
- Judgment Within Guidelines: Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume and knowing when to escalate
- Technical Comfort: Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don t look right writing scripts from scratch is not required
- AI Tool Proficiency: Moderate proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to support day-to-day tasks such as drafting communications, analyzing data, and building simple operational reports
- Attention to Detail: Proven ability to validate data before bulk submission and catch errors that would otherwise impact agents or customers
- Spreadsheet Proficiency: Comfortable working with spreadsheets for tracking, reconciliation, and light analysis (pivot tables, lookups, conditional formatting)
- Communication: Clear and timely communicator, able to flag issues and explain scheduling decisions to non-technical stakeholders
- Experience with gig or flexible workforce scheduling models
- Basic SQL skills for querying scheduling or operational data
- Exposure to contact center operations or BPO environments
Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
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