Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst to optimize resources and support operational goals in a remote setting.

Key Responsibilities

• Oversee intra-day management to optimize resources and monitor real-time work patterns
• Create weekly schedules and manage staff plans to align with operational demands
• Provide analysis and feedback on productivity and performance to management

Required Qualifications

• High School Diploma or GED with 2+ years of telephony or call center experience
• Knowledge of contact center solutions and workforce management systems
• Proficient in Excel and PowerBI for data analysis and reporting
• Understanding of staff planning and scheduling processes in a multi-department environment
• Ability to collaborate effectively with team members and leadership