Workforce Management Analyst

2+ years experience with Alvaria (formerly Aspect) 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.

Created: 2026-04-02