Resource Management & Analytics, WFM

You will design and maintain workforce schedules, interpret intraday performance data, make staffing and routing decisions, build WFM automations and dashboards, administer routing tools, respond to operational alerts, and turn analytics into actionable recommendations.

Responsibilities

• Build and maintain multi-department schedules
• Manage time off and non-productive activities
• Interpret performance signals and intraday data
• Make staffing, routing, and escalation decisions
• Conduct performance reviews
• Identify root causes of performance variance
• Design and improve WFM automation
• Communicate staffing impacts and data-driven insights
• Participate in the PagerDuty on-call rotation
• Administer WFM and routing tools
• Provide data analytics expertise

Requirements

• 7–8+ years of contact center workforce management experience
• AI fluency
• Experience building WFM automations
• Data visualization
• Dashboard and interactive reporting experience
• WFM platform experience
• Analytical skills
• WFM automation ownership
• System administration and configuration
• COPC, ICMI, or SWPP familiarity
• Communication and problem-solving skills

Benefits

• Equity (RSUs)