Workforce Planning Analyst

Job Summary

Working remotely with a schedule of Monday-Thursday from 2 PM to 10 PM EDT and Saturdays from 9 AM to 5 PM EDT, the full-time Workforce Planning Analyst will monitor call queues, manage staffing requirements, and develop forecasting models to enhance operational efficiency.

Key responsibilities

• Administer and monitor outbound dialing campaigns, including design and maintenance of campaigns and reports
• Develop and maintain comprehensive forecasting models to determine call volume and staffing needs
• Coordinate departmental schedules with supervisors and managers to ensure optimal call center service levels

Required qualifications

• 3+ years of workforce planning experience
• Expert proficiency in Microsoft Office applications, including Excel and Access
• Excellent knowledge of workforce management calculations and key performance indicators (KPIs)
• Bachelor's degree or equivalent work experience
• Experience with workforce management software and telecommunications, preferably IEX