Global Workforce Management Analyst

SIXT • Sacramento, CA

2h • $70,000 - $75,000

About The Position

Are you ready to be the strategic mind behind our operations? As a Workforce Management Analyst at SIXT, you'll be the driving force behind optimizing our global contact center operations, turning data into actionable insights that power our customer service excellence. If you're passionate about analytics, thrive on solving complex scheduling puzzles, and love making a measurable impact on business performance, this is the role for you. Apply now!

Requirements

• You have 2+ years of experience working with global Contact Center Workforce Management software, processes, and principles including staffing projections, scheduling, and service level analysis
• You are proficient in MS Office Applications (Word, PowerPoint, and Excel) with strong analytical and problem-solving skills, keen attention to detail, and the ability to collect data and draw valid conclusions. Proficient in Genesys and Calabrio – or comparable tools preferred
• You are self-motivated, excel independently in a high-profile position, demonstrate excellent communication skills, adapt to changing priorities, and are available for night and weekend shifts based on business needs
• You demonstrate strong analytical and problem-solving abilities with keen attention to detail and the ability to define problems, collect data, and draw valid conclusions

Responsibilities

• You monitor real-time KPIs and schedule adherence, ensuring operational excellence across our multi-site, multi-skill contact center environment
• You maintain and produce accurate long-term capacity plans, supporting strategic resource allocation and workforce optimization
• You provide periodic reports, both real-time and historical, containing performance data to support operations management decision-making
• You oversee the administration, setup, and utilization of WFM software, maximizing system efficiency and functionality
• You establish and maintain strong relationships with key operational and support partners, identifying opportunities for continual improvement and cost savings
• You effectively communicate insights and strategic recommendations to multiple tiers of Mid to Executive Leaders across the organization

Benefits

• Comprehensive Health Insurance Healthcare coverage (medical, dental, vision), life insurance, critical illness, hospital indemnity, pet insurance, and a 401k retirement plan
• Paid Time Off & Sick Leave Access Enjoy PTO, sick leave, floating paid holidays and a healthy work-life balance
• Exclusive Employee Rentals Leverage special rental discounts exclusive to employees, offering great savings for you and your immediate family
• Career Growth Opportunities Advance your career within a rapidly growing company experiencing over 30% growth with a presence in over 100 countries worldwide
• Innovative Environment Work with cutting-edge WFM and ACD software in a dynamic, global organization that values innovation, creativity, and entrepreneurial spirit
• Compensation $70,000 - 75,000

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed