Analyst I – Workforce Management

🕒 June 2

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Qualfon

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

🤝 B2B

🛍️ eCommerce

📡 Telecommunications

B2B • eCommerce • Telecommunications

Qualfon is a comprehensive provider of customer engagement solutions, specializing in services such as contact center operations, digital marketing, data analytics, and fulfillment. The company focuses on enhancing customer interactions and driving revenue through a blend of innovative marketing strategies and back-office support. With a strong commitment to customer care, Qualfon aims to improve customer loyalty and satisfaction across various industries.

📋 Description

• Develop accurate contact volume and staffing forecasts that support operational planning. • Collaborate with the Workforce Management team to create effective workforce strategies. • Utilize statistical analysis to inform staffing decisions. • Translate data into actionable insights for business decision-making.

🎯 Requirements

• Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred. • 2–5 years of Workforce Management experience, preferably in Forecasting, Capacity Planning, or Workforce Analytics within a contact center/BPO environment. • Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C. • Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools. • Experience with SQL, Python, R, or other analytics tools is an advantage. • Strong analytical, problem-solving, and communication skills. • Ability to work in a fast-paced, data-driven environment.

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities