Workforce Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and supervise call and chat queues to ensure operational effectiveness, optimize capacity, and achieve service level goals.

• Develop, manage, and modify workforce schedules based on real-time performance metrics and variations in call and chat volumes.

• Handle shift rotations, breaks, and lunch schedules to guarantee continuous coverage.

• Gather, analyze, and interpret trends in call volume, day-of-week patterns, seasonal spikes, and performance indicators.

• Identify staffing shortages, capacity limitations, and performance patterns, and propose corrective measures.

• Provide actionable insights for workforce forecasting, scheduling strategies, and enhancements to processes.

• Create and present reports to stakeholders on call and chat trends, performance metrics, and capacity planning.

• Collaborate with Call Center Supervisors to ensure staffing aligns with operational requirements.

• Proactively resolve workforce and scheduling challenges to sustain service continuity and uphold performance standards.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree from an accredited institution in a relevant field or equivalent experience in lieu of a degree.

• At least three years of current, relevant experience in managing high-volume call center staffing operations.

• Comprehensive understanding of call center operations and workforce management practices.

• Strong analytical abilities with the capacity to interpret operational and staffing data.

• Proficiency in Microsoft Office applications, including Word, Outlook, and Excel.

• Skilled in web-based research and electronic documentation systems.

• Excellent written and verbal communication abilities.

• Strong organizational and problem-solving skills.

• U.S. citizenship and fluency in English are mandatory.

• Capability to successfully pass criminal history and fingerprint background checks, along with credential verification.

• Ability to maintain and retain suitability investigations and clearances as necessary.

• Proficient in navigating electronic systems, computer programs, and virtual service platforms.

• A separate, quiet, private, and confidential workspace is required.

• Must have a reliable high-speed internet connection hardwired to the home; hotspots, tethering, and wireless ISP are not acceptable.

• Military spouse, military affiliation, and/or experience within the military community are highly preferred.

• Five years of previous Contact Center experience is preferred.

• Experience with the Amazon Connect platform is preferred.

🏝️ Benefits

• Opportunity for remote work.

• Schedule from Friday to Monday with hours from 8am to 7pm.

• Initial training schedule is Monday to Friday, from 8am to 4:30pm for the first 1 to 2 weeks.