JOB SUMMARY: Workforce Management Analyst (WFA) someone to analyze, develop, and execute strategies to maintain service levels consistently within the operation resources. The WFA will ensure resources are planned for and adjusted to meet business objectives. The WFA must communicate with all levels of the organization regarding impacts to volume, staffing, service levels, and productivity. The WFA will partner with operations and training to coordinate all training and other off -phone needs for the contact center.MINIMUM QUALIFICATIONS: Education/Specialized Training/Licensure: High school diploma or GED.Work Experience (Years and Area): 3 yea