Workforce Management Analyst

Job Summary

Monitoring and analyzing call volume and traffic flow, the full-time remote Workforce Management Analyst will ensure service level objectives are met by adjusting schedules and staffing as needed while providing regular reports and recommendations for process improvements.

Key responsibilities

• Analyze intraday and historical performance to achieve operational service goals
• Identify call volume trends and monitor queue activity and service levels
• Collaborate with internal teams to identify opportunities for improvement in service delivery

Required qualifications

• Bachelor's Degree or 4 years of relevant work experience in lieu of a degree
• 1 year of experience in a Scheduling, Forecasting, or Traffic environment
• Proficiency in Microsoft Office applications
• Strong analytical and organizational skills
• Ability to communicate effectively with internal and external customers