Verint WFM Business Analyst

We are looking for Verint WFM Business Analyst for our client in Seattle, WA.

Job Title: Verint WFM Business Analyst

Job Location: Seattle, WA

Job Type: Contract

Job Overview:

Pay Range: $55.00hr - $60.00hr

Requirement/Must Have:

• 10+ years of experience required.
• Verint WFM expertise to analyze staffing needs, business trends, and workforce performance.
• Experience in forecasting, scheduling, and reporting optimization.
• Proficiency in Verint WFM, Forecasting, Scheduling, Capacity Planning, Workforce Analytics, Reporting, and Contact Center Operations.

Responsibilities:

• 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.

Skills:

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

Qualification And Education:

• 10+ years of experience in workforce management analysis.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities