WFM Analyst

Job DescriptionResponsible for regional workforce management schedules based on forecast; analysis for proper staffing and business events; provide metrics and insights to stakeholders to optimize scheduling. Includes scheduling activities (vacations, lunch, breaks) Has strong knowledge on data components of the telephony systems and can create/maintain the proper reporting capabilities to drive results. Drives process improvements through business process knowledge and understanding of the source data; i.e., GENESYS,, etc. Ensures the software configuration meets changing business requirements. Trains new associates on scheduling processes and tools. They NEED experience with real time skilling - they will be monitoring shift scheduling, call volume and agent operations. They will be raising alerts, generating and updating periodic reports and executing actions to control call center results.We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] .   To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and Requirements3+ years working in Supply Chain or other Business area in Logistics or related function3-5 years of experience as a Data/Business Analyst and/or working within a supply chain, customer service organizationIntermediate proficiency in MS office applications e.g. Outlook, Word, PowerPoint and SharePoint is required.Intermediate experience using Excel, creating macros, pivot tables, building graphs, charts etc.Experience in WFM platforms, particularly GenesysStrong interpersonal, verbal and written communication, and influencing skills and ability to work effectively with a diverse group of individuals Project Management skillsHealthcare/Pharmaceutical industry experience nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].