Financial Planning & Analysis Analyst 1MILLENNIUMSOFT • San Antonio, TX, United States
Financial Planning & Analysis Analyst 1
MILLENNIUMSOFT • San Antonio, TX, United States
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- serp_jobs.job_card.full_time
job_description.job_card.job_description2-4 years in Workforce Management, Real-Time Operations, or Contact Center Analytics. Experience with forecasting, dashboards, and performance reporting in multi-site operations. Strong analytical and problem-solving skills. Proficiency in Excel and WFM tools (e.g., Verint, NICE, Genesys). Knowledge of contact center metrics and operational workflows. Excellent communication and time management abilities. Ability to collaborate across teams and manage shifting priorities. Bachelor's degree in Business, Operations, Statistics, or a related field. Strong analytical background and understanding of WFM processes.
Roles & Responsibilities
- Develop and manage workforce schedules and forecasts based on data and trends.
- Monitor real-time performance and adjust staffing to meet KPIs.
- Create dashboards and reports to track performance and identify improvements.
- Analyze workflow data to support decision-making and process optimization.
- Collaborate with IT for access, troubleshooting, and system integration.
- Support Quality, Workforce, and Training functions through data-driven insights.
- Manage PTO scheduling and assist in planning to maintain service levels.
Experience Required
Skills & Certifications
Eligibilities & qualifications
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