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 staffing and provide regular reports on workload and workforce management remotely.

Key responsibilities

• Analyze intraday and historical performance to meet operational service goals
• Identify call volume trends and monitor queue activity to maintain service levels
• Communicate necessary staffing adjustments based on dynamic forecasts and collaborate with internal teams for improvement opportunities

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, organize, and prioritize work to meet multiple deadlines
• Strong communication skills, both written and verbal