Workforce Management Analyst
CurrentResponsibilities:* Manage the scheduling process of the program.* Create agent schedules, IDPs and make necessary adjustments as necessary.* Manage employee information changes inside Verint WFO system * Communicate effectively with internal and external customers* Responsible for balancing staffing requirements with operational efficiencies and financial goals.* Create staffing plans to manage headcount based on the locked & rolling forecastSkills:* Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail* Solid critical thinking, problem solving, and interpersonal skills * Ability to work independently with minimal supervision* Must demonstrate sound arithmetic, analytical and problem solving ability.* Ability to adapt to workload and multitask with attention to detail in a dynamic environment.* Excellent verbal, written and comprehension skillsTechnical Skills* Very proficient with Microsoft Excel* Ability to scrub, dissect and shape data, create customized reports.* Good knowledge of any WFM systems such as Blue Pumpkin/Impact 360, Avaya OneX and etc.* Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
