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Workforce Management Analyst
2 months ago
Experienced Workforce Analyst Opportunity
Are you an analytical professional with over 2 years of experience in fields such as business or sales analysis? If so, we are seeking a Workforce Analyst to join our team.
Key Requirements
Previous experience in workforce management or real-time analysis within a call center environment.
On-site presence required for 2 days per week, specifically on Wednesdays and Thursdays.
Proficiency in creating contact forecasting models.
Ability to adapt and reprioritize tasks efficiently.
Strong time management and planning skills to handle multiple demands effectively.
Familiarity with SAP is preferred.
Responsibilities Overview
As a Workforce Analyst with us, you will be responsible for:
Shift Scheduling
Building and coordinating shift schedules to align with forecasted requirements and service level standards.
Real-Time Monitoring
Keeping track of staffing levels and taking necessary immediate actions to address any deficiencies, like organizing overtime or shift adjustments.
Reporting
Maintaining accurate reports for senior leadership to evaluate service level performance.
Systems Management
Ensuring the efficient operation of the phone system on a daily basis.
Identifying and escalating any system issues to the IT team for resolution.
Monitoring and optimizing the CRM system's performance, collaborating with IT for issue resolution or enhancements.
If you have a proven track record in workforce analysis and enjoy working in a dynamic environment with tight deadlines, we welcome your application. Join us in this exciting role where you can contribute to our operational efficiency and success.
Employment Type: Full-Time
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