Workforce Management Analyst I

University of Phoenix
Job Family
Virtual Eligible
Requisition ID
Position Type


Under general direction, the Workforce Management Analyst I utilizes a solid understanding of applicable Workforce Management business systems and processes to maintain optimal scheduling to support service level objectives.


  • Manages daily schedule adjustments to maintain optimal performance of Center agents.
  • Reviews and manages requests for time off to ensure service level objectives are met while allowing agents necessary time off.
  • Performs intraday management activities to keep Center informed of interval service level performance and expected performance throughout the day.
  • Fulfill daily ticket requests within agreed operational level agreement (OLA) timeframe.
  • Performs ad-hoc and planned availability and exception management activities.
  • Adheres to Workforce Management SOP’s and policies, and makes suggested changes when necessary.
  • Maintains and increases professional and technical knowledge of Workforce or Workforce Management by attending workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
  • Performs other duties as assigned or apparent.
  • May provide direction or act as a resource for initiative team members.


Basic Qualifications:

  • Bachelor’s degree in Business, Information Technology or a related field

  • 1 to 3 years previous experience in a role within a service desk, help desk or call center environment required

  • Experience distributing tailored communication to diverse audiences

  • Experience with multitasking and work across different applications

Additional Qualifications:

  • 1 to 3 years of experience with call center intraday management technologies and processes, preferred
  • Experience with KCS (Knowledge Centered Support) methodology, preferred
  • Experience with Agile management principles, preferred


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on Your Newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.