Workforce Management Analyst

This role acts as the bridge between operations, technology, and strategy - using data and workforce tools to ensure the right number of people are working at the right times, on the right platforms

• • 2+ years experience with Alvaria (formerly Aspect) Workforce Management platforms, including scheduling, forecasting and configuration management.
  • Ability to manage dual-platform deployments and support CCaaS migration efforts.
  • Proficiency in user management, work queues, activity codes, skills assignment, scheduling.

• • Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.
  • Skilled in capacity planning, intraday management, and contingency modeling.

• • Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.

• • Experience in application testing, system configuration, and defect tracking for workforce platforms.
  • Ability to manage custom report development, activity code creation, and hierarchy management.

• • Skilled in building dashboards, performance scorecards, and presentation decks for executive consumption.
  • Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics.