Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst to deliver data-driven insights that enhance staffing efficiency and customer experience.

Key Responsibilities

• Build and maintain accurate forecasts for inbound calls, emails, and chats
• Design and manage agent schedules to optimize coverage and service levels
• Monitor queue performance and implement real-time adjustments to maintain SLAs

Required Qualifications

• 3-5 years of experience in Workforce Management, Forecasting, Scheduling, or Contact Center Analytics
• Proficiency with Calabrio ONE, Amazon Connect, Power BI, Salesforce, and Excel
• Solid understanding of contact center metrics such as AHT, SLA, and occupancy
• Experience in benefits administration or healthcare service environments is preferred
• Associate's or Bachelor's degree in Business, Analytics, Math, or related field is preferred