Remote Senior Workforce Planning and Reporting Analyst

Job ID: Available for Members

Location: Nationwide

Compensation: To Be Discussed

Staff Reviewed: Sun, Sep 06, 2020

This job expires in 18 days

Job Category: Customer Service, Quality Assurance

Remote Level: 100% Remote

Employer Type: Employer

Career Level: Experienced

Job Summary

A mortgage services company is in need of a Remote Senior Workforce Planning and Reporting Analyst.

Candidates will be responsible for the following:

  • Using statistical information to calculate FTE requirements for department and call handling
  • Performing trend analysis using data provided from department tools and create reporting for proactive remediation
  • Developing and maintaining Reporting Systems

Qualifications Include:

  • Knowledge of call center statistical systems or workforce management systems
  • Minimum of 3 years of experience working in the Contact Center / Data Services industry
  • Experience maintaining telephony and other communication platforms in a contact center environment
  • A minimum of 3-5 years of demonstrated success in reporting, analytics and data analysis in a fast-paced contact center
  • Demonstrated excellence in creating engaging and clear reporting
  • Moderate to high expertise in Sheets, Excel and PowerPoint