Hiring the Best from Across the Country!

Print Friendly


Experienced WFM professional responsible for full spectrum of WFM duties.  This includes analysis of call center statistics, development of forecasts and data models, creation/management of agent schedules, and supervision of the WFM Real-Time Analysts Team.



  • Supervision of real-time schedule adherence
  • Track, analyze and report center and agent performance
  • Analyze and report historical data and trends and develop forecast models
  • Generate long-term and short-term forecasts
  • Manage employee information changes
  • Manage scheduling process
  • Manage approval and denial of discretionary activities; such as vacations,trainings, meetings
  • Manage Pipkins scheduling software
  • Perform other duties and assignments as directed



  • At least 3-5 years of call center WFM experience
  • Proficient in MS Excel, MS Word, MS PowerPoint
  • Strong quantitative, analytical, communication, and organization skills
  • Self-motivated and must excel in a minimally managed high-profile position
  • Solid knowledge of call center fundamentals
  • Previous experience with ACD reporting and administration experience desired
  • Previous experience with WFM scheduling software


To apply, email your resume to sshook@americansupport.com.