Workforce Analyst

Job Summary

Managing workforce scheduling and real-time operations, the full-time Workforce Analyst will forecast service needs, analyze metrics, and generate productivity reports in a remote environment.

Key responsibilities

• Oversee member service scheduling to meet daily service level and average speed of answer objectives
• Monitor real-time adherence and production statistics to ensure efficient management of call center operations
• Develop accurate short-term forecasts and communicate staffing issues and performance measures to the team

Required qualifications

• 3-5+ years of experience managing workforce in an inbound call center environment
• Proficiency with workforce management tools such as Cisco, Calabrio, or Kronos preferred
• Advanced skills in Microsoft Office Suite, particularly Excel
• Two-year degree or equivalent; four-year degree preferred
• Strong analytical skills with experience in data interpretation and reporting