Senior Workforce Analyst

Company: VirtualVocations
Location: Portsmouth
Posted on: May 3, 2025

Job Description:

A company is looking for a Senior Workforce Analyst - Contact Center.
Key Responsibilities

Monitor real-time call volume, staffing requirements, and AHT in a multi-skill contact center
Forecast call volume, AHT, and Shrinkage on a daily and monthly basis
Provide real-time data analysis and maintain communication with contact center/BPO vendors

Required Qualifications

4+ years of experience in a contact center workforce management environment
Experience with NICE IEX or similar workforce management software
Proven ability to forecast call volume, AHT, and Shrinkage
Preferred experience with scheduling functionality in workforce management tools
Familiarity with BPO operations is preferred

Keywords: VirtualVocations, Hampton , Senior Workforce Analyst, Professions , Portsmouth, Virginia

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