Description

Job Title: Workforce Analyst

As a Customer Operations Workforce Analyst, you will play a critical role in driving operational efficiency and customer satisfaction by forecasting workforce needs, managing real-time staffing, and optimizing scheduling. Your expertise in data analysis and workforce management tools will directly influence the effectiveness and responsiveness of our customer operations team.

This is a Globally Remote position – candidates across the world are welcome!

Day-to-Day Responsibilities

• Develop accurate forecasts to align staffing with anticipated customer service demands.
• Analyze historical and real-time data to adjust staffing levels proactively.
• Create and manage employee schedules, factoring in absences, training, breaks, and leave.
• Monitor real-time performance and staffing, making adjustments to maintain service levels.
• Generate regular reports highlighting adherence, productivity, occupancy, and other key performance indicators.
• Provide insights and recommendations to improve workforce efficiency and customer satisfaction.
• Collaborate closely with operations managers to resolve workforce challenges swiftly.
• Serve as the primary contact for workforce management inquiries and issues.

Profile Must Haves

• 3+ years of experience working in a contact center environment.
• 2+ years of direct experience in a Workforce Management role.
• Exceptional mathematical skills with proven comfort in navigating complex and messy data.
• High proficiency in Excel and Google Sheets, with experience creating reports and automations.
• Outstanding attention to detail, ensuring accuracy and completeness in all tasks.
• Strong expertise in forecasting, understanding deviations, and applying best practices for managing workforce operations.
• Advanced problem-solving skills, proactively gathering relevant data, performing root cause analysis, and making well-informed, strategic decisions

Preferred Role Experience: 

• Workforce Analyst
• Forecaster
• Capacity Planner Roles

Your First 3 Weeks:

• Familiarize yourself with current workforce management systems and processes.
• Build relationships with team members and stakeholders across customer operations.
• Conduct an initial review of historical workforce data and current staffing strategies.
• Identify quick wins or immediate improvements in scheduling or forecasting methods.
• Begin providing preliminary insights and recommendations to improve operational efficiency.

System Requirements

• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

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