Workforce Management Analyst

Job Summary

To support operational efficiency in a remote environment, the full-time Workforce Management Analyst will analyze call volumes and workflow trends, monitor real-time performance, and optimize staffing plans while generating forecasts and performance reports for leadership.

Key responsibilities

• Analyze call volumes and historical data to forecast staffing needs across multiple sites
• Monitor real-time performance and manage schedules to meet service level goals
• Generate performance reports and analytical insights to support workforce planning and operational improvements

Required qualifications

• Bachelor's degree in Business or a related field preferred
• 3+ years of workforce management experience in a contact center environment
• Experience with workforce management software and contact center technologies
• Strong analytical skills with a background in performance reporting and quality assurance
• Proficiency in Microsoft Office and flexibility to work varying shifts as needed