Analyst - Workforce Services

📋 Description

• Analyze inbound call and web chat arrival patterns, seasonal trends, contact volumes, agent
• Develop, maintain, and refine forecasts for inbound contact volumes and back-office workloads using
• Monitor forecast accuracy, investigate variances between projected and actual workloads, and adjust
• Analyze staffing requirements and determine agent work schedules, training schedules, and workforce
• Maintain and validate production data, staffing plans, scheduled hours, and workforce records to
• Monitor agent attendance, identify absences and late arrivals, assess their impact on staffing

🎯 Requirements

• Bachelor's degree in a relevant field and at least three years of related professional experience
• At least two years of experience forecasting inbound contact center volumes, with experience
• Experience with workforce management software, preferably Amazon Connect, NICE/IEX, Aspect eWFM
• Working knowledge of workforce management processes, including volume forecasting, staff
• Strong analytical skills, with the ability to interpret historical data, identify seasonality
• Experience analyzing call center or web chat volumes, agent productivity, attendance, schedule

🎁 Benefits

• Annual salary: $66,200.
• Fully remote work: The flexibility to work from home within the United States.
• Equipment provided: Work equipment supplied, subject to applicable remote-work requirements.
• Healthcare coverage: Access to health insurance benefits.
• Insurance protection: Life and disability insurance coverage.
• Retirement savings: Access to a retirement savings plan.