Workforce Management Analyst

Job Summary

To ensure optimal staffing and service levels, the remote Workforce Management Analyst will forecast call volumes, create schedules, monitor agent performance, and analyze key metrics to enhance operational efficiency.

Key responsibilities

• Monitor real-time queues and agent performance to maintain service levels
• Analyze performance data to identify areas for improvement and enhance customer experience
• Create and manage schedules for employees while ensuring compliance with labor laws

Required qualifications

• High school diploma or equivalent required; Bachelor's degree preferred
• Strong call center experience is preferred
• Proficiency in Microsoft Office suite, especially Excel
• Intermediate analytical skills with the ability to manage multiple initiatives simultaneously
• Effective communication and organizational skills to interact with all levels of the call center