Contact Center WFM Analyst

Job Posting End Date07-06-2025

Please note the job posting will close on the day before the posting end date

Job Summary

Supports multiple operational, analytical and informational functions for the sales team with an emphasis on speed, efficiency and execution.

Job Description

What You’ll Do:

AEP is seeking talented and motivated Contact Center WFM Analyst to become an integral part of our Customer Operations team.

Primary point of contact for all workforce management (WFM) policies

Responsible for upkeep in WFM optimization software

Develop and maintain Contact Center short term and long-term forecasting

Responsible for Advocate time off management, timecard management, adherence, forecasted call volume and service level management

Provide real time support related to agent activity and call monitoring and report any gaps in quality of service to leadership

Recommend necessary changes to headcount, schedules and staff planning to maximize efficiency

Provide daily/weekly/monthly reporting to Contact Center stakeholders

Where You’ll Work

Remote - Should reside within a 50-mile radius of the AEP Corporate Office at 1 Riverside Plaza, Columbus, OH.

What We’re Looking For:

Education Requirements: Bachelor’s degree or equivalent experience required.

Work Experience Requirement: 3-5 years’ experience in similar role.

Other Requirements:

Advanced knowledge of Microsoft Office

Experience using Contact Center WFM software (Verint experience preferred)

Strong organizational and problem-solving skills

Strong technical background

Demonstrate an in depth understanding of core Contact Center concepts such as intraday floor management, WFM concepts and quality assurance methodologies

Ability to work and make decisions with minimal supervision

What You’ll Get:

$21.50 - $26.86 per hour

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Where Putting the Customer First Powers Everything We Do

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

Compensation Grade:

SP20-003

Compensation Range:

$21.49-26.87 USD

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.

R9687