Become a WFM Analyst with BrokerLink, focusing on optimizing schedules and meeting service objectives. Leverage analytics to enhance operational efficiency in a bilingual English and French environment.

BrokerLink seeks a WFM Analyst to join its growing team. This role includes fulfilling daily, weekly, and monthly service level objectives while monitoring call traffic and managing schedules. You will analyze forecasts, create reports, and provide insights to ensure data integrity and operational effectiveness.

Key Responsibilities: • Monitor inbound and outbound calls in real-time • Optimize work schedules for service quality and financial goals • Build reports for daily operations and trend analyses • Manage schedule modifications and the inbox for scheduling • Provide first-line support for web station users

Requirements: • 1-3 years in a workforce planning department • University degree or related education • Proficiency in Nice-WFM, Verint, Cisco, and Av...