Remote Clear Captions Workforce Management Operations Analyst

Job Summary

Company that provides accurate ASL interpreting services for the deaf and hard-of-hearing through leading VRS technology is in need of a Remote Clear Captions Workforce Management Operations Analyst.

Individual must be able to fulfill the following responsibilities:

• Project staffing schedule needs across multiple call centers and vendors to meet sales driven forecast.
• Publish schedules to vendors in a way that maximizes efficiency and fairness
• Evaluate vendor actual staff schedules and workflows to properly communicate any possible improvements of efficiencies, across multiple centers and multiple vendors

Qualifications Include:

• Travel is expected to be 20% or more of work time
• Associates degree or equivalent work history in Call Center WFM and Operations
• 5+ years' WFM experience with two years NICE WFM Software
• 2+ years' call center experience in operations
• Proficiency in Microsoft Excel
• Ability to manage expectations and complete deadlines with key business partners