Workforce Management Analyst

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

📋 Description

• Evaluate historical data and trends to create both short- and long-term volume forecasts across various channels.

• Consider seasonality, new product introductions, and campaign initiatives when planning workforce needs.

• Anticipate staffing requirements to ensure optimal coverage for a 24/7 operation.

• Create and oversee daily, weekly, and monthly schedules for agents using Deputy.

• Modify staffing plans in real-time to meet business demands and support agent well-being.

• Facilitate flexible scheduling to enhance engagement and reduce burnout.

• Monitor agent attendance, schedule compliance, and time-off requests.

• Recognize and report patterns in attendance and adherence.

• Work closely with leadership to resolve recurring issues and enhance reliability.

• Produce and analyze workforce management reports, providing actionable insights and recommendations.

• Assess staffing efficiency, service levels, and occupancy rates.

• Identify opportunities for automation and process enhancements.

• Collaborate with CX Talent, Team Leads, and the WFM Lead on hiring strategies and resource allocation.

• Assist in planning nesting waves and role-based seat forecasts during periods of growth or transition.

• Present findings and recommendations to leadership and stakeholders.

⛳️ Requirements

• At least 2 years of experience in workforce management or forecasting within a contact center, BPO, or e-commerce setting.

• Advanced skills in Deputy and Google Sheets or Excel.

• Proven ability to analyze extensive datasets and convert insights into actionable strategies.

• Familiarity with tools like Gorgias and Slack.

• Excellent written and verbal communication abilities.

• A computer with a minimum of 8GB RAM and either an Intel i5 core processor or AMD Ryzen 5 Processor, or better.

• Internet speed of at least 40 Mbps.

• A headset with an extended microphone that features noise cancellation, along with a webcam.

• Access to a backup computer and internet connection.

• A quiet, dedicated workspace at home.

• A dependable internet connection.

• Ownership of a computer with Intel Core i5 or comparable or higher specifications.

• Availability for occasional weekends to address urgent matters.

🏝️ Benefits

• No benefits package included.