WM India · 16 hours ago
Workforce Management Analyst
Windsor, CT, United States
Full-time
Hybrid
Entry Level
$30/hr - $30/hr
1+ years expWM is the leading provider of comprehensive waste and environmental services in North America. The Workforce Management Analyst supports daily operations by ensuring adequate agent coverage and optimizing workforce efficiency across multiple call centers.
Information Technology & Services
Responsibilities
Proactively monitors agent availability and utilization reporting deficiencies to local contact center management team
Receive call outs and recommends adjustment to schedules (shift, lunches, breaks etc) as necessary to help ensure contact centers meet performance targets
Recommend paid time off (PTO), voluntary time off (VTO) and overtime based on real-time call volumes to help ensure contact center meets service level and productivity standards
Monitors call arrival and duration patterns
Coordinate resource coverage for event durations exceeding 90 minutes
Set-up and maintain agent profiles and hierarchy assignments
Prepare basic call center metric and productivity reports
Qualification
Required
High school diploma or equivalent required
1-2 years experience analyzing business metrics or financials
1-2 years experience working in a team environment
1 year experience working with call center reporting and metrics required
Ability to operate effectively in a team environment
Good oral and written communication skills and interpersonal skill
Ability to work effectively in stressful work conditions
Strong analytical skills
Proficiency in Microsoft Office Applications including Word, Excel, SharePoint and other relevant software
Microsoft Access Experience, Genysis, Workspace, and SQL
Benefits
Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days
Company
WM India
WM India, established in 2013, is the Global Capability Center of WM—North America’s leading environmental services company.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase