• Workforce Management Analyst/Call Center

    Motion Recruitment Partners (West Des Moines, IA)


    Workforce Management Analyst/Call Center

     

    WEST DES MOINES, Iowa

     

    Hybrid

     

    Contract

     

    $46.53/hr - $52.43/hr

     

    Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Workforce Management Analyst/Call Center in West Des Moines, IA (Hybrid).

     

    Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

     

    Contract Duration: 12 Months

    Required Skills & Experience

    + Workforce management utilizing Verint

    + Desktop analytics

    + Call recording

    + Forecasting & scheduling

    + Above average Excel (array formulas, sumifs, power query, power pivots)

    What You Will Be Doing

    + Technical & Platform Expertise:• 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.Data Analysis & Forecasting:• Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.• Experience with work queue forecasting and scheduling.• Ability to generate project schedules for non-volume-driven work.• Skilled in capacity planning, intraday management, and contingency modeling.Communication & Stakeholder Engagement:• Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.• Lead bi-weekly business readouts and delivers actionable insights to leadership.• Coordinates with cross-functional teams including Finance, Ops Leadership, and Technology.

    You will receive the following benefits:

    + Medical Insurance - Four medical plans to choose from for you and your family

    + Dental & Orthodontia Benefits

    + Vision Benefits

    + Health Savings Account (HSA)

    + Health and Dependent Care Flexible Spending Accounts

    + Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

    + Hospital Indemnity Insurance

    + 401(k) including match with pre and post-tax options

    + Paid Sick Time Leave

    + Legal and Identity Protection Plans

    + Pre-tax Commuter Benefit

    + 529 College Saver Plan

     

    Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.

     

    **Posted by:** Anthony DAurizio