Remote Workforce Management Analyst

Location: Nationwide

Compensation: Hourly

Staff Reviewed: Fri, Jan 08, 2021

This job expires in: 17 days

Job Category: Information Technology

Remote Level: 100% Remote

Weekly Hours: Full Time

Employer Type: Employer

Career Level: Experienced

Education Level: Bachelors

Job Summary

A data solutions company is in need of a Remote Workforce Management Analyst.

Core Responsibilities of this position include:

  • Developing and maintaining business KPIs and Support metrics
  • Monitoring Agent adherence and make schedule updates as necessary
  • Analyzing data to identify trends, find opportunities for improvement, drive efficiency, and increase production

Qualifications Include:

  • Experience with cloud-based contact management software
  • BA or BS/MS degree with a strong academic record in a quantitative discipline or equivalent work experience
  • 4+ years of Workforce Management, Real-time Management, and staffing experience
  • Understanding of Key Performance Indicators for the contact center industry for an Omni-Channel environment
  • Strong experience working with Excel, Access, SQL databases, report visualization software, and analytics tools
  • Exceptional data analysis acumen

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