Job Description

Workforce Management Analyst

West Des Moines, IA

12+ months – 3 days in office/2 days remote

W2 Rate - $53/hr

This role acts as the bridge between operations, technology, and strategy — using data and workforce tools to ensure the right number of people are working at the right times, on the right platforms

• 2+ years experience with Alvaria and Verint Workforce Management platforms, including scheduling, forecasting and configuration management.
• Ability to manage dual-platform deployments and support CCaaS migration efforts.
• Proficiency in user management, work queues, activity codes, skills assignment, scheduling.
• Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.
• Skilled in capacity planning, intraday management, and contingency modeling.
• Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.
• Experience in application testing, system configuration, and defect tracking for workforce platforms.
• Ability to manage custom report development, activity code creation, and hierarchy management.
• Skilled in building dashboards, performance scorecards, and presentation decks for executive consumption.
• Proficient in Excel, PowerPoint, and data visualization tools for workforce analytics.