DATAMARK, Inc. is looking for a detail-oriented and analytical Workforce Management Analyst to join our team. In this crucial role, you will be responsible for analyzing workforce data, forecasting call volume, and creating staffing plans to ensure operational efficiency within our contact center.

The Workforce Management Analyst will play a key role in optimizing workforce deployment, enhancing service levels, and improving overall customer satisfaction. You will collaborate with various departments to ensure that we have the right number of agents available at the right time.

Responsibilities

• Analyze historical call volume data and forecast future trends.
• Create and maintain staffing schedules to meet service level agreements (SLAs).
• Monitor real-time call center operations and make adjustments as necessary.
• Collaborate with management to identify areas for improvement in workforce performance.
• Generate reports to ...