Note: The job is a remote job and is open to candidates in USA. Cynet Systems is a leading staffing and recruiting powerhouse headquartered in the Washington, DC metro area. They are seeking a Workforce Management Analyst to forecast call volumes, evaluate staffing requirements, and maintain scheduling accuracy within a call center environment.
Responsibilities
- Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of long range capacity and workload requirements, day of week and intra-day call volume forecasts
- Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes
- Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information
- Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans
- Participate in scheduled Forecasting / Planning meetings and assist in carrying out disaster recovery plans when necessary
Skills
- 3+ years experience in service center operations or scheduling/forecasting within a call center environment
- Bachelor's Degree or in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required
- Strong analytical and problem-solving skills with the ability to identify trends, perform root cause analysis, and provide actionable recommendations
- Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques
- Workforce Management knowledge and experience, including forecasting, scheduling, capacity planning, shrinkage, and contact center performance metrics
- Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems
- Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions
- Proficient in Microsoft Applications including Word, Excel, and Access
- Ability to define problems, collect data, establish facts and draw valid conclusions
- Strong statistical and analytical ability and strong organizational skills with a good attention to detail
- Excellent interpersonal, oral and written communication skills
- Ability to work independently and collaboratively
Company Overview