Successful candidate must reside in: GA, FL, IL, KS, MO, NC, OH, SC, TN, TX, AL. The Workforce Management Analyst is responsible for managing and optimizing contact center resources through forecasting, scheduling, intraday management, and performance analysis to ensure service goals are met efficiently. Using Genesys Cloud WFM, this role partners closely with Contact Center Operations, Training, and Administration to align staffing plans with business demand. The position also provides backup support to the Senior Contact Center Administrator by assisting with basic platform validation, testing, and troubleshooting, helping ensure system configurations support operational success.
Job Type: Full‑time
Key Responsibilities
* Forecasting & Capacity Planning
* Develop short- and long-term contact volume forecasts using historical data, seasonality, and business drivers.
* Build staffing and capacity models aligned to service level, ASA, abandonment, and occupancy targets.
* Adjust forecasts based on marketing initiatives, outages, promotions, and business growth.
* Maintain and update agent schedules in Genesys Cloud WFM.
* Track schedule adherence, conformance, and shrinkage assumptions.
* Real-Time & Intraday Monitoring
* Monitor queues, agent status, and staffing levels throughout the day.
* Identify intraday performance variances and elevate risks to leadership.
* Execute intraday adjustments including activity moves, overtime recommendations, and schedule changes.
* Support service‑level recovery actions during unexpected demand or staffing changes.
* Genesys Platform Support (Backup Role)
* Act as a backup to the Senior Contact Center Administrator for Genesys Cloud platform support.
* Validate user, skill, queue, and schedule configurations.
* Assist with testing and validation of routing, WFM, and reporting changes.
* Perform basic troubleshooting and issue triage.
* Document platform updates and support SOP maintenance.
Note: This role does not own architecture design but provides coverage, validation, and support during absences or peak periods.
* Reporting & Analysis
* Produce daily, weekly, and monthly workforce management reports and performance insights.
* Support ad‑hoc analysis requests from operations and leadership.
* Identify performance trends or anomalies and provide data‑driven recommendations.
* Collaboration & Learning
* Partner with Operations, Training, and CC Administration teams.
* Provide staffing recommendations for new programs, channels, or technology changes.
* Support training batch planning, nesting analysis, and time‑to‑proficiency tracking.
* Participate in continuous improvement initiatives and cross‑training.
* Participate in QA and provide training/coaching recommendations.
Requirements
* 2+ years of Workforce Management experience in a contact center environment
* Strong analytical and data interpretation skills.
* Experience supporting multi‑skill, omni‑channel environments (voice, chat, SMS, digital).
* Proficiency in Excel and/or BI reporting tools.
* Understanding of contact center KPIs and staffing models.
* Excellent problem‑solving, communication, and collaboration skills.
* Familiarity with AI, chatbots, and digital engagement tools.
* Awareness of compliance standards such as PCI‑DSS or HIPAA.
Preferred Qualifications
* Hands‑on experience with Genesys Cloud WFM.
* Exposure to intraday management and workforce planning.
* Experience supporting contact center platforms or system administration.
* Relevant certifications (Genesys, Avaya, or other contact center technologies).
Benefits
Clearwave Fiber recognizes the impact our field leaders have on our success and offers a competitive total rewards package, including:
* Lucrative short‑term bonus plan
* Medical, dental, and vision coverage – starting day one
* Life insurance (employee, spouse, and children)
* Paid time off
* 401(k) with 100% company match up to 4% (vesting and matching start upon hire)
* Employee Assistance Program
* Free Clearwave Fiber services (when living in a service area)
* Career growth and advancement opportunities
* Collaborative, mission‑driven work environment
Equal Opportunity Employer
Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.
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