This Workforce Management Analyst provides direction and management of Scheduling & Forecasting to ensure that the program planning and real-time (intra-day) workforce management (WFM) supports business and client objectives for multi-site contact center operations.

Responsibilities

• Provides Scheduling & Forecasting for all Customer Service Operations.

• Provides the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency.

• Provides optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities.

• Oversees the accurate compilation and distribution of information and reports to identified stakeholders.

• Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Project Management teams to ensure consistent business / operational goals.

• Day-to-day management of scheduling and forecasting of multi-site contact centers.

• Performs other related duties and assignments as required and as assigned.

Education and Work Experience

Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor’s Degree Program or equivalent combination of experience and education. Normally requires two (2)+ years directly related and progressively responsible experience.

Skills and Knowledge

• 2+ years experience in an inbound multi-site contact center preferred.

• 2+ years experience performing forecasting, scheduling and intra-day staff management functions in multi-site inbound contact center preferred.

• Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, NICE, Verint, etc.) preferred.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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