Workforce Management Analyst

At Interapt we transform clients and empower humans with technology. Interapt is a world- class technology services company that attracts and develops the best talent while providing an opportunity to those with some IT experience and those without. We are building a thriving, diverse, inclusive technology ecosystem across America that invests in people and communities. Our organizational commitment to social responsibility is not an afterthought, it is embedded in our services and everything we do. 

As a Workforce Management Analyst, you'll play a key role in understanding how effective planning and forecasting of staffing needs can lead to creating the best schedules to support our multi-department contact center operations. Your efforts will help ensure that our staff are scheduled to work at the right times and in alignment with our anticipated call volumes.

• Optimize staffing schedules, ensuring compliance while meeting daily, weekly, and monthly staffing needs.

• Forecasting call volumes, analyzing performance metrics, and generating insightful reports.

• Designing, setting up, and continuously managing the workflow of call center software.

• Create reports to highlight KPIs, month-end summaries, productivity metrics, and client-focused analysis.

• Develop and implement a scorecard program tailored for each agent.

• Develop and verify continuous staffing models to guarantee that our service level goals are consistently achieved. 

• Forecast future staffing needs based on analytics, business plan, and call volume.  

• Assist with scheduling, time-off requests and schedule adherence reporting.  

• Transform raw data into meaningful insights, providing valuable recommendations and bridge any gaps.

Requirements

• Extensive background in Workforce Management (WFM) functions, specifically in real-time management within a multi-department or multi-site contact center environment.

• Proficiency with Genesys or Aspect is a must

• Proficient in Excel with intermediate to advanced skills.

• Experience with ServiceNow (or similar tool).   

• Experience with data analytics software packages. 

*At Interapt, we value diverse backgrounds and perspectives, and welcome applicants from all experiences and skill sets. Don't be deterred if you don't check every box on our list of qualifications. We believe skills can be developed, and we are willing to invest in the right candidate who shows potential. If you are excited about this opportunity, we want to hear from you! 

**Interapt will not discriminate against apprenticeship applicants or apprentices based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER. 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources