Senior Workforce Management Analyst
Orion
full-time
Posted on:
Location Type: Hybrid
Location: Omaha • New York • Utah • United States
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Salary
💰 $63,899 - $95,151 per year
Job Level
About the role
- responsible creating long- and short-term forecasts for multiple business lines
- build and maintain dynamic dashboards that visualize key metrics
- implement continuous improvements in the forecasting process
- closely collaborate with operational teams
- analyze and understand call volume drivers and trends
- provide variance analysis of several key metrics
- proactively determine risk and opportunities through scenario analysis
- identify trends in Average Handle Time (AHT) and occupancy to recommend process improvements
- develop a short, mid and long-term forecast based on our service delivery strategy
Requirements
- Has proficiency with administration of WFM software (Playvox, Calabrio, NICE or similar software)
- Has Salesforce proficiency and Power BI, or a similar visualization tool, proficiency strongly preferred
- Has advanced analytical skills
- Has a minimum of a high school diploma or equivalent
- Has a minimum 5 years of WFM experience, with at least 1–2 years in a lead or senior capacity
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment and more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
forecastingvariance analysisscenario analysisdata analysisprocess improvementAverage Handle Time (AHT) analysisoccupancy analysisWFM software administrationadvanced analytical skillsdashboard visualization
Soft Skills
collaborationproactive problem solvingcommunicationleadership