Workforce Management Analyst

Slice

Skopje, North Macedonia
On-site
2-4 years wfm experience in contact center
Advanced excel and google sheets skills
Experience with wfm systems like nice or verint
The role involves forecasting demand, building staffing plans, and optimizing schedules to ensure service levels are met while maintaining cost efficiency

Job Summary

  • The role involves forecasting demand, building staffing plans, and optimizing schedules to ensure service levels are met while maintaining cost efficiency.
  • Candidates must have 2–4 years of experience in Workforce Management within a contact center environment handling calls, chats, SMS, and emails.
  • This opportunity is offered on a contractual basis and specifically requires availability for second-shift work hours.

Matching Summary

The role involves forecasting demand, building staffing plans, and optimizing schedules to ensure service levels are met while maintaining cost efficiency.

Skills & Requirements

Must-have

  • 2-4 years WFM experience in contact center
  • Advanced Excel and Google Sheets skills
  • Experience with WFM systems like NICE or Verint
  • Knowledge of forecasting and capacity modeling
  • Second-shift work hours availability

Nice-to-have

  • SQL proficiency for data analysis
  • BI tools experience
  • High-growth environment background
  • Strong stakeholder communication skills
  • Analytical thinking capabilities

Key Requirements

  • 2–4 years of Workforce Management experience
  • Contact center environment experience
  • Contractual employment status
  • Second-shift schedule availability

Work Rights

Not specified

Tailored Resume

Cover Letter