CES Workforce Management Analyst

The Workforce Management (WFM) Analyst ensures accurate staffing plans at CES centers by analyzing contact volumes and building historical/statistical databases to create optimized daily and monthly schedules. This role involves alerting leadership to adherence risks, maintaining performance reports, and making recommendations regarding overtime and vacation availability to meet customer service standards. The analyst leverages data integrity and forecasting ability to manage staffing expenses while supporting overall contact center operations.