Workforce Business Analyst I

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

📋 Description

• Oversee and manage the operations of the contact center workforce, including staffing levels, queue assignments, and scheduling alignment.

• Create workforce forecasts, staffing plans, schedules, and capacity models.

• Track call volume, queue performance, service levels, agent productivity, and adherence to workforce protocols.

• Administer, monitor, troubleshoot, and enhance the contact center's telephony systems.

• Examine contact center metrics, telephony data, and operational reports for insights.

• Generate and distribute reports on workforce, operations, and telephony analytics.

• Investigate incidents related to calls, service issues, missed calls, voicemail problems, and operational tickets.

• Manage configurations of queues and workforce assignments.

• Collaborate with operational leaders, technical teams, and stakeholders across various functions.

• Assist with the implementation of new technologies, workflow improvements, system upgrades, and telephony projects.

• Support workforce planning, staffing optimization, and strategies for operational coverage.

• Aid in mergers, acquisitions, system migrations, and initiatives for organizational growth.

• Maintain systems for workforce management and scheduling.

• Address operational and telephony-related challenges with data-driven insights and recommendations.

• Participate in on-call rotations to support a 24/7 contact center environment.

• Cultivate expertise in workforce management, contact center technologies, telephony systems, and operational best practices.

⛳️ Requirements

• High school diploma or equivalent is required; an associate's or bachelor's degree in Business, Mathematics, Analytics, Information Systems, Operations Management, or a related field is preferred.

• 1-3 years of experience in workforce management, workforce analytics, contact center operations, or a comparable business analyst position.

• Practical experience with Genesys Cloud is mandatory; familiarity with Avaya, Cisco, Five9, NICE, or Genesys On-Premises may also be acceptable.

• Experience in workforce scheduling, forecasting, capacity planning, queue management, and monitoring service levels.

• Proven ability to extract, analyze, and interpret contact center metrics, telephony analytics, and operational performance reports.

• Strong command of Microsoft Excel and Microsoft Office Suite, with capabilities in data analysis, reporting, pivot tables, and trend identification.

• Experience in monitoring call queues, agent utilization, and workforce performance metrics.

• Ability to troubleshoot issues related to telephony platforms, workforce management systems, and associated contact center technologies.

• Exceptional analytical, critical-thinking, and problem-solving abilities.

• Excellent organizational skills with the capacity to manage multiple priorities effectively.

• Strong verbal and written communication skills.

• Ability to adapt to shifting priorities, handle pressure, and excel in a fast-paced contact center environment.

• Willingness to participate in night, weekend, holiday, and after-hours on-call rotations.

• Flexibility to address issues outside of standard business hours.

• Company does not offer visa sponsorship.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Employee wellness programs and resources.