Call Center Workforce Analyst

Job Summary

Working remotely on a full-time temporary basis, the Call Center Workforce Analyst will manage daily staffing levels, generate weekly schedules, and monitor attendance to ensure service levels are met.

Key responsibilities

• Utilize workforce management software to adjust staffing based on call volume history
• Generate and maintain weekly schedules and monitor agents' adherence to schedules
• Prepare reports and dashboards while ensuring communication with the Sales team for real-time scheduling updates

Required qualifications

• High School Diploma or equivalent
• 1+ years of experience with workforce management systems such as Avaya, CMS, or Genesys
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint
• Experience in a fast-paced office environment
• Ability to work flexible hours, including evenings and weekends