Lead Operations Workforce Capacity Planning Analyst

Location: Remote
Compensation: Salary
Staff Reviewed: Fri, Feb 09, 2024
This job expires in: 15 days

Job Summary

A company is looking for a Lead Operations Workforce & Capacity Planning Analyst.

Key Responsibilities:
  • Act as a Subject Matter Expert (SME) for multiple lines of business, serving as the principal liaison between Operations and inbound/outbound contact and inbound application capacity strategies
  • Create schedules for frontline team members on a weekly basis
  • Analyze the results of all production reporting and make recommendations regarding strategic management of inbound contact and application forecasting and outbound dialing strategies

Required Qualifications:
  • 5 years of Workforce management/analyst experience
  • 3 years of Call Center experience
  • In-depth knowledge of business processes and Call Center operations including intraday planning
  • Demonstrated proficiency in Workforce Management Operations
  • Demonstrated proficiency with SQL and/or other analytical tools

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