Workforce Scheduling Analyst
Job Summary
Analyzing contact center workloads, the full-time Workforce Scheduling Analyst will develop staffing schedules and optimize scheduling plans remotely to meet business objectives and enhance operational efficiency.
Key responsibilities
- Develop staffing schedules to ensure maximum resource efficiency in response to customer demand
- Analyze contact center patterns and performance metrics to identify areas for improvement and make data-driven recommendations
- Maintain accurate records of staff schedules and time-off requests while preparing reports on contact center effectiveness
Required qualifications
- Bachelor's degree with 2-4 years of related experience or equivalent knowledge and skills
- Experience in workforce management and scheduling analysis
- Ability to evaluate performance metrics and operational disruptions
- Proficiency in data analysis and reporting
- Strong independent decision-making and time management skills
Complete Job Description
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