Workforce Analyst

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Responsible for Scheduling & Forecasting for both Clinical and Non-Clinical Customer Service.

• Ensures real-time program oversight and takes necessary actions to achieve service level targets and enhance efficiency.

• Delivers optimal resource forecasting and scheduling while identifying innovative scheduling methods, strategies, and opportunities.

• Manages the accurate collection and dissemination of information and reports to designated stakeholders.

• Acts as a subject matter expert and Workforce Management liaison for specific programs, collaborating with Operations and Project Management teams to align with business and operational goals.

• Oversees the daily management of scheduling and forecasting for multi-site contact centers.

• Carries out other related duties and assignments as required and as designated.

⛳️ Requirements

• A comprehensive education in areas such as business administration, accountancy, sales, marketing, computer sciences, or similar fields, typically acquired through a four-year Bachelor’s Degree Program or an equivalent combination of experience and education.

• Generally requires two (2) or more years of directly related and progressively responsible experience.

• Preferred: Over two (2) years of experience in an inbound multi-site contact center.

• Preferred: More than two (2) years of experience in forecasting, scheduling, and intra-day staff management functions in a multi-site inbound contact center.

• Preferred: Proficiency with Workforce Management software (such as Blue Pumpkin, eWFM, IEX, etc.).

🏝️ Benefits

• Benefit offerings outside the US may vary by country and will be aligned with local market practices.

• The eligibility and effective dates for certain benefits may differ for some team members, particularly those covered under collective bargaining agreements.