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Financial Planning & Analysis Analyst 1

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MillenniumSoft Inc

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Location:
United States , San Antonio

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Category:

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

The WFM & Real-Time (RT) Operations Support Analyst ensures strategic goals are achieved by managing and optimizing workflows across QTC locations and GBS. The role involves real-time monitoring, forecasting, scheduling, and reporting to improve operational efficiency and meet service level goals.

Job Responsibility:

  • Develop and manage workforce schedules and forecasts based on data and trends
  • Monitor real-time performance and adjust staffing to meet KPIs
  • Create dashboards and reports to track performance and identify improvements
  • Analyze workflow data to support decision-making and process optimization
  • Collaborate with IT for access, troubleshooting, and system integration
  • Support Quality, Workforce, and Training functions through data-driven insights
  • Manage PTO scheduling and assist in planning to maintain service levels

Requirements:

  • 2–4 years in Workforce Management, Real-Time Operations, or Contact Center Analytics
  • Experience with forecasting, dashboards, and performance reporting in multi-site operations
  • Strong analytical and problem-solving skills
  • Proficiency in Excel and WFM tools (e.g., Verint, NICE, Genesys)
  • Knowledge of contact center metrics and operational workflows
  • Excellent communication and time management abilities
  • Ability to collaborate across teams and manage shifting priorities
  • Bachelor’s degree in Business, Operations, Statistics, or a related field
  • Strong analytical background and understanding of WFM processes

Additional Information:

Job Posted:
January 12, 2026

Employment Type:
Fulltime
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