Workforce Management Analyst
S C A N(1 month ago)
About this role
The Workforce Management Analyst at SCAN is responsible for forecasting, scheduling, and real-time monitoring to ensure Telesales and Sales Support teams are adequately staffed to meet service and performance targets. The role supports resource planning during critical periods like the Annual Enrollment Period, tracks budget requirements, and provides insights to optimize efficiency and agent experience. The analyst partners with sales management and cross-functional teams to support decision-making and optimize workforce systems.
Required Skills
- Forecasting
- Scheduling
- Real-Time Monitoring
- Capacity Planning
- Reporting
- Excel
- WFM Tools
- Data Analysis
- Communication
- Collaboration
Qualifications
- Bachelor's Degree in Business, Operations, Statistics, or related field
- Certified Workforce Planning Professional (CWPP)
- Six Sigma
- PMP
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