Workforce Scheduling Analyst

Job Summary

Analyzing contact center workload, the full-time remote Workforce Scheduling Analyst will develop staffing schedules, evaluate performance metrics, and optimize scheduling plans to meet business objectives.

Key responsibilities

• Develop staffing schedules to maximize resource efficiency and meet customer demand
• Analyze contact center patterns and evaluate key performance metrics to identify areas for improvement
• Maintain accurate records of staff schedules and prepare reports on contact center effectiveness

Required qualifications

• Bachelor's degree and 2-4 years of related experience, or equivalent experience
• Experience in workforce management and scheduling analysis
• Ability to prioritize tasks and manage time effectively
• Familiarity with contact center operations and performance metrics
• Proficiency in data analysis and reporting tools