Call Center Workforce Management Analyst

What: Call Center Workforce Management AnalystBase:negotiable based on existing compensation and experience $55k - $75kBonus:none in this role, however this role is a stepping stone to a Director Level, Contact Center Management position, likely within 6-9 monthsWhere:  Madison WI (no relo allocated for the position) Job Description:Strategic long-term planning for all call center technology applications, including Workforce Management, Quality Monitoring, Reporting and introduction of new technologies in response to business expansion.§ Defining business requirements for changes/additions to current business model.§ Leveraging platform capabilities as necessary across departments/functions to obtain the best possible return on investment. § Managing upgrade and implementation initiatives throughout all project lifecycle phases. Including Analysis, (Business Requirements Definitions, Vendor Selection/RFP submission) Design/Build, Testing & Release/Production.§ Manage teams in the implementation of new software packages and upgrades. § Managing platform budget, software licensing, and negotiating service contracts.§ Analyzing call center metrics and providing direction to management on possible improvements in scheduling, call routing and business model to meet departmental goals and key performance indicators.Requirements: 5-10 years contact center (supervisory, manager, and / or WFM experience) BS/BE degree or equivalent work experience. MRINetwork, one of the world's largest search and recruitment organizations, has over 1,000 offices in more than 35 countries. Each office is a single point of contact that allows candidates to access high-quality positions virtually anywhere in the world. MRINetwork recruiters are industry specialists who typically have real-world experience in the industries they serve. LOCATION: Madison, WI 53701 JOB CATEGORY: IT/Software Development TYPE: Full Time, Employee JOB REFCODE: STK1743EJC COMPANY: MRINetwork EMAIL: Apply by Email