Workforce Management Analyst

Job Summary

Monitoring and analyzing call volume and traffic flow, the full-time Workforce Management Analyst will ensure service level objectives are met while collaborating with supervisors to adjust schedules and staffing as needed in a remote environment.

Key responsibilities

• Analyze intraday and historical performance to achieve operational service goals
• Identify call volume trends and monitor queue activity and service levels
• Communicate necessary staffing adjustments based on dynamic forecasts

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
• Ability to analyze and prioritize work while meeting multiple deadlines
• Strong written and verbal communication skills