Workforce Management Analyst/Call Center
WEST DES MOINES, Iowa
Hybrid
Contract
$46.53/hr - $52.43/hr
Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a Workforce Management Analyst/Call Center in West Des Moines, IA (Hybrid).
Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.
Contract Duration: 12 Months
Required Skills & Experience
What You Will Be Doing
Work with the brightest minds at one of the largest financial institutions in the world. This is a long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.
Contract Duration: 12 Months
Required Skills & Experience
- Workforce management utilizing Verint
- Desktop analytics
- Call recording
- Forecasting & scheduling
- Above average Excel (array formulas, sumifs, power query, power pivots)
What You Will Be Doing
- Technical & Platform Expertise:
• Experience with Alvaria and Verint Workforce Management platforms, including scheduling, forecasting and configuration management.
• Ability to manage dual-platform deployments and support CCaaS migration efforts.
• Proficiency in user management, work queues, activity codes, skills assignment, scheduling.
Data Analysis & Forecasting:
• Strong analytical skills for building and interpreting forecasts using historical contact volume and handle time data.
• Experience with work queue forecasting and scheduling.
• Ability to generate project schedules for non-volume-driven work.
• Skilled in capacity planning, intraday management, and contingency modeling.
Communication & Stakeholder Engagement:
• Comfortable presenting to all levels including senior managers and directors, translating technical insights into business impact.
• Lead bi-weekly business readouts and delivers actionable insights to leadership.
• Coordinates with cross-functional teams including Finance, Ops Leadership, and Technology.
You will receive the following benefits:
- Medical Insurance - Four medical plans to choose from for you and your family
- Dental & Orthodontia Benefits
- Vision Benefits
- Health Savings Account (HSA)
- Health and Dependent Care Flexible Spending Accounts
- Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
- Hospital Indemnity Insurance
- 401(k) including match with pre and post-tax options
- Paid Sick Time Leave
- Legal and Identity Protection Plans
- Pre-tax Commuter Benefit
- 529 College Saver Plan
Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.