Workforce Management Analyst​/Call Center

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

• Workforce management utilizing Verint
• Desktop analytics
• Call recording
• Forecasting & scheduling
• Above average Excel (array formulas, sumifs, power query, power pivots)

• 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.