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Senior Associate, Workforce Management
Skills
Agility TrainingConnectorsContact CentersContextEasily AdaptableModelingR
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3–5 years of experience in workforce management analytics or scheduling in a service or operations environment
- Hands-on experience with one or more WFM platforms such as Verint Calabrio NICE IEX Playvox Alvaria Planbase or Assembled
- Familiarity with CCaaS platforms such as Amazon Connect Genesys Five9 NICE CXone Zoom Contact Center 8x8 or Talkdesk
- Experience supporting proactive and back-office service models
- Proficiency in Google Sheets or Excel including pivot tables and time-based modeling
- Strong attention to detail when working with small and specialized staff groups
- Effective communicator with the ability to collaborate across care delivery operations and leadership
- Experience building dashboards in Looker Metabase or Google Analytics
- Helpful if you know SQL or scripting such as Python or R for advanced analysis
- Exposure to high-growth startup or remote-first environments
- Knowledge of service-level metrics and contact center operations
Nice to have
- Detail-oriented
- Adaptable
- Proactive
- Collaborative
- Operational judgment
- Clear communicator
Day to day
- Develop short-term staffing and forecasting models that respond to shifting operational needs and changing demand.
- Monitor workforce adherence and interval coverage to identify risks and recommend timely adjustments.
- Build dashboards and reporting tools in Google Sheets App Script and Looker to support planning hiring and performance monitoring.