Job Description
Workforce Analyst
Overview
We are seeking a detail-oriented Workforce Analyst to support contact center operations through data analysis, forecasting, and scheduling optimization. This role partners closely with Operations, Quality, and cross-functional teams to ensure service levels are met while driving performance improvements.
Open to residents in: Orlando, Florida; Durham, North Carolina; Pittsburgh, Pennsylvania; or Phoenix, Arizona
Key Responsibilities
- Monitor and manage call center performance, identifying risks and providing timely updates to stakeholders
- Analyze inbound/outbound call volumes and workforce data to identify trends and improvement opportunities
- Develop and maintain optimized schedules to support business needs and service level targets
- Monitor real-time performance metrics to ensure KPI...