Contact Center Scheduling Analyst / Workforce Management Specialist Job at Employbridge, Fremont, MI

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  • Employbridge
  • Fremont, MI

Job Description

Position Title: Contact Center Scheduling Analyst

Location: On-site | Fremont, MI

Salary Range: $38,000 – $50,000

Overview:

Seeking a detail-oriented analyst with strong Excel skills to support real-time scheduling and performance monitoring for a 250+ agent Contact Center. This is an onsite role requiring technical agility, a knack for problem-solving, and the ability to manage dynamic workflows.

Key Responsibilities:

  • Monitor call queues and agent performance to ensure service levels are met.
  • Troubleshoot systems and adjust schedules in real time based on call volume and staffing.
  • Forecast staffing needs and create efficient schedules using WFM tools.
  • Generate reports and analyze key metrics (ASA, Abandon Rate, Utilization, etc.) to support leadership decisions.

Qualifications:

  • 1+ year experience in a high-volume contact center
  • Advanced Excel and data analysis skills
  • Proficient in workforce management software and scheduling systems
  • Strong communication and time-management abilities

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