Global Contact Center Workforce Management Analyst (multiple locations)

Company Name:
Position Description
As a Workforce Management (WFM) Analyst, you will be a member of the Global Contact Center Team's Workforce Management staff working in the WFM Center of Excellence (COE).
This team is responsible for collecting data from contact centers around the AIG enterprise that is used for trend analysis, generating management reports, forecasting staffing and developing Contact Center Representative (CCR) schedules.
COE WFM Analysts also respond directly with local and regional contact center WFM business analysts to make adjustments to schedules and monitor CCR schedule adherence on a real time basis.
The locations for this role are Houston, TX, Amarillo, TX or Parsippany, NJ.
Position Requirements
The ideal candidate for the position will have:
A Bachelor's degree in business or related field.
Minimum of 1 - 3 years experience working with call center workforce management.
Experience with WFM applications such as NICE IEX Totalview and Aspect eWFM specifically in workforce management forecasting is preferred.
Strong PC skills including Microsoft Word, Power Point and Excel are required.
Excellent problem solving skills to enable quick identification and efficient resolution of issues.
The ability to multi-task and remain focus/control of all tasks to prioritize work.
Outstanding oral, written and interpersonal skills.
About Us
American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States.
AIG Property Casualty is a global market leader, one of the few truly global property casualty franchises.
AIG Life and Retirement is one of the largest life insurance organizations in the U.S., and provides protection, investment and income solutions needed for financial and retirement security.
United Guaranty Corporation is the marketplace leader in mortgage insurance in the U.S.
Additional information about AIG can be found at - YouTube: - Twitter: @AIG_LatestNews - LinkedIn:
Job ID #: 100718
Employment Type: Full Time - Permanent
Location(s): TX-Houston; NJ-Parsippany; TX-Amarillo
Education Preferred: Bachelors Degree (or equivalent)
Business Unit: Corporate
Relocation Provided: No
Functional Area: Information Technology
Travel Percentage: 0%

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.