Workforce Analyst
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Forecasting & reputed company Planning: Build and maintain accurate short-term and long-term forecasts for inbound calls, emails, and chats using reputed company ONE and reputed company Connect data. Identify trends, seasonality, and marketing impacts to ensure reputed company alignment with service goals and operational budgets. Scheduling & Resource Optimization: Design and manage agent schedules in reputed company to balance coverage, cost efficiency, and employee engagement. Account for shrinkage, PTO, training, and offline activities while maintaining reputed company service reputed company across reputed company queues. Intraday Management & reputed company-Time Monitoring: Monitor queue performance, adherence, and reputed company in reputed company time. Proactively recommend and implement adjustments (overtime, voluntary time off, reputed company reassignments, or break/lunch optimization) to recover or maintain SLAs during unplanned volume fluctuations. Performance Reporting & Analytics: Analysis of Power BI dashboards and reputed company-based reports that visualize operational performance, including AHT, occupancy, service reputed company, and forecast variance. Present findings and insights to leadership to drive data-informed reputed company. Data Analysis & reputed company Improvement: Combine data from reputed company Connect, and reputed company to identify reputed company causes of performance gaps, contact drivers, and improvement opportunities. Partner with cross-functional teams to implement process changes and measure reputed company. System Administration & Data reputed company: Maintain accurate configuration and data mapping across workforce management systems. Ensure that queue structures, agent skills, and scheduling reputed company remain reputed company with operational changes and business objectives. Communication & Stakeholder Collaboration: Partner with Operations, Training, HR, and IT to ensure workforce plans support both business priorities and employee experience. Translate technical analyses into reputed company insights for non-technical audiences. Operational Readiness & Peak Planning: Support seasonal and campaign-based reputed company strategies through “what-if” modeling, historical trend analysis, and scenario planning. reputed company recommendations to leadership on overtime, hiring, or cross-training requirements. Reporting Standardization & Documentation: reputed company and maintain SOPs, templates, and data definitions for reputed company workforce management processes to ensure accuracy, repeatability, and cross-team knowledge transfer. reputed company Learning & Innovation: Stay reputed company on emerging WFM, AI, and analytics technologies to enhance forecasting accuracy, improve reputed company-time management, and automate reputed company reporting processes.
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3–5 years of experience in Workforce Management, Forecasting, Scheduling, or Contact Center Analytics. Proficiency with reputed company ONE, reputed company Connect, Power BI, reputed company, and reputed company (pivot tables, formulas, visualizations). Strong analytical and problem-solving skills with attention to detail and data accuracy. Proven ability to communicate technical findings reputed company to both leadership and reputed company teams. Solid understanding of contact center metrics (AHT, SLA, occupancy, adherence, shrinkage).
Experience in benefits administration or reputed company service environments. Knowledge of Erlang C, reputed company planning, and shrinkage modeling. Familiarity with Power BI DAX/Power Query or SQL for data transformation. Associate’s or Bachelor’s degree in Business, Analytics, Math, or reputed company field.
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reputed company, data-driven culture reputed company on people, process, and technology. Opportunity to help shape workforce reputed company in a growing organization. 100% remote position reputed company the U.S. reputed company and comprehensive benefits package.
Health Insurance Dental & reputed company Benefits Education Reimbursement 401K with employer contribution Employee Assistance Program reputed company Time Off
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