Contact Center WFM Analyst
Love's Travel Stops & Country Stores•Oklahoma City, OK
•Onsite
About The Position
Welcome to Love's! Our Customer Service team is looking for a Workforce Management (WFM) Analyst I to support daily workforce operations by managing scheduling, tracking attendance, and monitoring activities in real time to meet service level goals.
Requirements
- High school diploma or equivalent required
- Basic proficiency in Microsoft Excel and Office tools
- Strong attention to detail and organizational skills
Nice To Haves
- 1–2 years contact center or workforce-related experience preferred
Responsibilities
- Maintain schedules and process daily adjustments to ensure staffing alignment
- Track attendance, adherence, and schedule compliance; escalate exceptions
- Review and process PTO requests in accordance with operational guidelines
- Generate and distribute standardized reports (daily/weekly performance)
- Monitor queues and escalate real-time service risks
- Maintain accurate WFM system data (e.g., Calabrio, NICE, Verint)
- Support forecasting processes through data preparation and validation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
