Trustwave helps businesses fight cybercrime, protect data and reduce security risk. With cloud and managed security services, integrated technologies and a team of security experts, ethical hackers and researchers, Trustwave enables businesses to transform the way they manage their information security and compliance programs. Trustwave delivers automated, efficient and cost-effective threat, vulnerability and compliance management. We are headquartered in Chicago, with customers in 96 countries. For more information about Trustwave, visit https://www.trustwave.com.

Workforce Management Analyst (WFM)

The WFM Analyst is responsible for forecasting, identifying trends and creatively solving scheduling issues, while ensuring that SLA’s are achieved. The WFM Analyst should thrive in fast-paced 24/7 environment, where the only thing constant is change. The right candidate will live and breathe typical call center statistics, never settle for “ok”, and strive to do things better. The WFM Analyst will oversee forecast and scheduling for many customers with different SLA’s, with multiple agent skills sitting in different countries. The WFM analyst should naturally want to figure out what drives customers to contact us, how we can better forecast their contacts and as a result, better meet their expectations.

Candidates should have:

• 5+ years of call center experience
• 2+ years of experience working with a Workforce Management System
• Live and breathe call center metrics
• Attention to detail
• A mindset set on constant improvement
  
  

Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. 

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.