Workforce Planning Analyst

4 weeks ago


Boston, Massachusetts, United States Grand Circle LLC Full time
Job Summary

We are seeking a highly skilled Workforce Planning Analyst to join our team at Grand Circle LLC. As a key member of our operations team, you will be responsible for forecasting, staffing, and scheduling duties within our contact center.

Key Responsibilities
  • Develop and implement forecasting models to predict call volume and agent productivity
  • Collaborate with management to create and maintain work schedules and shifts that meet business needs
  • Analyze data to identify trends and opportunities for process improvement
  • Work closely with IT to troubleshoot and resolve contact center-wide issues
  • Communicate effectively with supervisory staff to drive process improvements and achieve business goals
Requirements
  • 2+ years of experience in workforce management or operations
  • Knowledge of call center operations and customer service
  • Strong analytical skills with the ability to interpret data and make informed decisions
  • Excellent communication and collaboration skills
  • Experience with workforce management and data analysis tools (i.e., Genesys, Tableau)
What We Offer

As a Workforce Planning Analyst at Grand Circle LLC, you will have the opportunity to work in a fast-paced environment with a dynamic team. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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