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Senior Operations Analyst
2 weeks ago
**Workforce Management Role**
We are seeking an experienced Senior Workforce Analyst to join our workforce management team at Eco-Life Employment Group. In this role, you will be responsible for analyzing data to identify trends and areas for improvement in call center productivity.
**Key Responsibilities**
- Develop and implement forecasting models to predict call volume and staff requirements
- Analyze real-time data to identify opportunities for process improvements
- Collaborate with management staff on projects and procedures related to workforce management
- Assist with training and development of Workforce Management analysts to improve their skills and knowledge
**Requirements**
- Bachelor's degree in Computer Science or Technology, or similar field
- Minimum three years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position
- Strong analytical and organizational skills
- Ability to comprehend Automated Call Distribution System, key performance metrics and reports
**Benefits**
Eco-Life Employment Group offers a competitive salary and benefits package, including opportunities for professional growth and development.