About the role

We’re looking for a WFM Analyst to join our growing team. Responsibilities

Ensure that service‑level objectives are met on a daily, weekly and monthly basis. Monitor inbound and outbound calls in real time and adjust schedules as needed. Monitor service levels in real time. Optimize work schedules to meet growth, service quality and financial goals. Build reports to track daily operations for timely feedback. Generate reports in a timely manner and ensure data integrity. Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks. Analyze for coaching track to managers. Manage schedule modifications. Monitor and control the scheduling email inbox. Manage proactive approval and denial of activities. First‑line support for web station users. Qualifications

University degree or college diploma (business, math, statistics, economics, computer science, engineering) or any equivalent combination of ed...