Workforce Management Analyst- Call Center
Description
Conexon is a rapidly growing telecommunications company partnering with Rural Electric Cooperatives to design and deploy advanced fiber-to-the-home (FTTH) networks nationwide. Our mission is to bridge the digital divide by delivering reliable, high-speed internet and phone services to Rural America. We are a team of people passionate about excellent service, meaningful work, and supporting the communities we serve. As we continue expanding into new states and regions, we’re looking for individuals who want to grow with us and contribute to this important mission of transforming rural communities with the power of high-speed internet, mile by mile of fiber to the home.
The Workforce Management (WFM) Analyst is responsible for forecasting customer contact volumes, developing staffing and scheduling plans, monitoring real-time performance, and delivering workforce insights for a contact center environment. This role ensures the right number of agents are available at the right time to achieve customer experience, service level, and operational efficiency goals. The WFM Analyst partners closely with Operations, Training, Quality, and Leadership teams to optimize workforce performance while balancing service delivery and labor costs.
- Location: In office
- Job Type: Full-time
- Schedule: Fixed
- FLSA Status: Non-Exempt
- Travel: No