[Hiring] Workforce Management Analyst II @Lumen Solutions Group Inc

Role Description

The Workforce Management Analyst II is responsible for workforce forecasting, staffing analysis, capacity planning, and operational performance management within a high-volume customer service environment. This role partners with business leaders to ensure optimal staffing levels and achievement of customer service objectives.

• Analyze historical call volume, workload trends, and business drivers to develop accurate forecasts.
• Perform staffing and capacity planning to ensure operational readiness.
• Monitor and analyze key performance indicators including service levels, occupancy, productivity, and workforce utilization.
• Conduct root cause analysis and recommend solutions to improve operational performance.
• Develop reports, dashboards, and workforce insights for leadership.
• Partner with business leaders to support workforce planning strategies and staffing decisions.
• Utilize workforce management tools to optimize call center performance and resource allocation.
• Support ad hoc workforce planning and operational analysis requests.

Qualifications

• 3+ years of Workforce Management, Workforce Analyst, or high-volume call center experience.
• Advanced Microsoft Excel skills (Mandatory).
• SQL experience (Mandatory).
• Experience with Workforce Management tools such as Genesys Cloud or NICE (Mandatory).
• Strong analytical, forecasting, and problem-solving skills.
• Ability to work independently and manage multiple priorities.

Requirements

• Experience supporting large-scale contact center operations (500+ agents preferred).
• Verizon or similar high-volume contact center experience.
• Workforce forecasting, scheduling, and capacity planning expertise.
• Bachelor's Degree preferred (or equivalent experience).

Company Description

Lumen Solutions Group Inc. is a technology consulting Services Company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, Enterprise Transformation.