Principal Analyst Workforce & Service Performance

* Build trend-based forecasts for each channel over different timeframes and confirm reliability with scenario and risk simulations.* Create capacity and hiring plans incorporating seasonality, marketing campaigns, sales projections, policy/product changes, and attrition; quantify impacts of AHT, shrinkage, adherence, and occupancy.* Recommend scheduling strategies that balance SLA/ASA, cost, and agent experience; quantify impacts of AHT, shrinkage, adherence, and occupancy.* Lead intraday/variance analysis and event/outage modeling; define corrective actions and run controlled experiments.* 8+ years in contact center operations with deep experience across WFM and QA; track record delivering enterprise-impact analyses and programs as an individual contributor.* Expert proficiency with WEM/WFM platforms (e.g., NICE IEX, Verint, Calabrio, Playvox, Zendesk WFM) and QA platforms (Playvox, Maestro QA, Zendesk QA); strong system configuration and maintenance experience.* Advanced Excel/Googl...