Workforce Analyst

📋 Description

• Own long, mid, and short-term planning cycles - from forecasting, scheduling to real-time
• Ensure data integrity within telephony, IVR, WFM, and CRM tools by reporting data, routing issues
• Assist with the daily WFM responsibilities to include daily staff requirements, vacation/holiday
• Utilize data analytics to track and analyze performance of individuals, teams, and overall
• Partner closely with multiple cross-functional teams including BPO strategic sourcing to understand
• Ad-hoc reporting request, KPI build-out, attendance capturing, and dashboard creation to convert

🎯 Requirements

• 2+ years of experience in workforce planning/management
• MS Excel skills and experience in working with the following Microsoft Suite and Reporting
• Experience with forecasting volume and schedule generation
• Experience gathering unstructured data to produce insights and reporting using Excel
• Problem-solving and analytical experience
• Experience communicating to various levels within an organization

🎁 Benefits

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick)
• This job is eligible to participate in our short-term incentive programs.