Business Analyst

Leverage Verint WFM expertise to analyze staffing needs, business trends, and workforce performance, delivering actionable insights through forecasting, scheduling, and reporting optimization.

10+ yrs of Experience Required

Analyze workforce management requirements and translate business needs into effective Verint WFM solutions.

Develop and maintain forecasting models to predict contact volumes, workload demand, and staffing requirements.

Perform capacity planning and workforce analysis to ensure optimal resource utilization and service levels.

Create, optimize, and manage schedules based on business demand, operational goals, and employee preferences.

Monitor workforce performance metrics, adherence, shrinkage, occupancy, and productivity trends.

Generate and deliver operational reports, dashboards, and actionable insights to leadership teams.

Collaborate with operations, HR, and business stakeholders to improve workforce efficiency and customer experience.

Identify process improvement opportunities and recommend enhancements to forecasting, scheduling, and reporting practices.

Support Verint WFM configuration, testing, upgrades, and implementation of new functionalities.

Ensure workforce management processes align with business objectives, SLAs, compliance requirements, and best practices.

Verint WFM, Forecasting, Scheduling, Capacity Planning, Workforce Analytics, Reporting, Contact Center Operations.