Workforce Scheduling Analyst

Job Summary

Providing analytical support for workforce management activities, the full-time Workforce Scheduling Analyst will partner with leaders to identify business needs, propose solutions, and ensure adequate staffing to meet workload demands in a remote environment.

Key responsibilities

• Analyzes call handle time and volume trends to improve forecasts and plans
• Maintains headcount requirements and collaborates with leadership to ensure compliance with service level needs
• Identifies coverage gaps, predicts work volumes, and proposes staffing adjustments and hiring plans

Required qualifications

• At least 2 years of relevant experience with workforce management tools and call center operations
• Strong data analysis skills and experience with data integrity
• Ability to convert dollars to full-time equivalent (FTE) for contact center budgeting
• Experience with planning efforts in workforce management
• Root-cause analysis experience and ability to work collaboratively across a matrixed organization