Senior Workforce Analyst
4 weeks ago
The Senior Workforce Analyst is responsible for understanding customer service staffing and the factors that impact call volume and other customer touchpoints. The primary responsibilities include developing and overseeing schedules, supporting workforce analyst activities, reporting, and planning solutions to provide valuable insights to management for achieving established KPIs and re-evaluating, if needed.
Key Responsibilities:
- Develop and oversee schedules to ensure optimal staffing levels
- Support workforce analyst activities, including data analysis and reporting
- Plan solutions to provide valuable insights to management for achieving established KPIs
- Re-evaluate and adjust schedules as needed
Requirements:
- Graduate of a two-year accredited college or university with a degree in Computer Science or Technology, or similar related fields
- Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment
- Basic team leader or supervisory experience is a plus
Working Conditions:
- This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required
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