Job Openings

Workforce Management Analyst

ITAC Solutions is helping a client in their search for a Workforce Management Analyst in the Birmingham, AL area.  The right candidate will need to be able to analyze data and reports to identify trends and forecast future demand.

What you’ll be doing (duties of this position):

  • Assist in planning and implementation of integrated resource planning.
  • Present leadership with analytics and guidance to ensure that operational metrics can be achieved.
  • Provide real time strategies around call routing, agent allocation, vendor utilization, shrinkage management, and capacity utilization.
  • Develop and document operational processes that deliver enhanced performance.
  • Identify and troubleshoot performance related issues.
  • Recommend improvements to solve root causes and implement plans to prevent recurrence.

What you’ll need to be considered (requirements):

  • Contact center operations experience or contact center analytics preferred.
  • Knowledge and understanding of staffing, queues, and performance measures.
  • Advanced analytical reporting skills.

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