Endurance is seeking a Senior Workforce Management (WFM) Analyst to join our team. This role will support forecasting, scheduling, reporting, and real time management across our Customer Operations organization.

RESPONSIBILITES:

• Produces call capacity forecasts based on past trends of historical data on a daily, weekly, monthly, and annual basis for a multi-site, multi-channel operation.
• Creates and/or maintains short and long-term staffing models and provides recommendations based on analysis.
• Creates and manages schedules that optimize staff to best meet service level goals and customer demands.
• Works closely with contact center leadership and other business partners to schedule training and other off phone activities.
• Monitors intraday performance of contact volume and staffing levels across multiple locations to ensure ongoing service level performance is maintained.
• Provides daily/intra-day performance reports to leadership.
• Serves as a lead resource while working with key stakeholders across the organization to identify Customer Operations reporting and data needs. Gathers requirements and provides reporting and analytical proposals to support the organizations ongoing needs.

REQUIRED EXPERIENCE:

• 3+ years of experience in workforce management, capacity planning, business analytics, customer support operations, and real-time analytics.
• Must have a good working knowledge of Excel and have the ability to organize/analyze data in a structured manner.
• Prior experience with workforce management tools required. IEX or Genesys experience strongly preferred.
• Experience in building and managing reports/dashboards leveraging Qeymetrics or similar data visualization software preferred.
• Excellent communication, leadership, and analytical skills required.
• Position will be located in Waltham, MA or Loveland, CO.