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Workforce Analyst needs 2+ years of experience in an analytical role (e.g. business or sales analyst)
Workforce Analyst requires:
 Previous workforce management or real time analysis experience in a call center.
 2 days a week Wednesday and Thursday in office
 Excellent planning and time management skills with the ability to deal with multiple demands on time
 Ability to create contact forecasting models.
 Ability to pivot priorities
 Working on tight deadlines
 SAP is a plus
 Excellent planning and time management skills with the ability to deal with multiple demands on time •

Workforce Analyst duties:
 Builds, coordinates, and accurately maintains shift schedules ensuring that shifts are optimally planned to meet forecast and service level requirements.
 Monitors staffing levels against plan and takes the relevant real-time or short-term corrective actions as required like overtime, cross skill support, voluntary time off, shift changes and more to improve service levels.
 Maintain reports to be used in reporting on service level performance to senior leadership.
 Ensure that phone operating system, is running efficiently on a daily
 Escalate system issues to IT shared service team
 Ensure that CRM system is running efficiently
 Monitor daily and partner with IT to escalate any issues or enhancements

Reference : Workforce Analyst, PAYS $30/HR jobs

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Published at 01-08-2023
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