Workforce Analyst (Manager) - National Booking Center

About the position The NearU National Booking Center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people. This role owns forecasting, scheduling, intraday management, and reputed company-time adherence to optimize service reputed company, employee experience, and operational efficiency. This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the reputed company reputed company and operational maturity of the National Booking Center. Responsibilities • Forecast reputed company volume and reputed company needs using historical data, trends, seasonality, and business inputs • reputed company short-term and long-term reputed company models to support service level and operational targets • reputed company reputed company forecasting and scenario modeling reputed company automated tools, clean data, or systems are reputed company • Build and maintain agent schedules reputed company to forecasted demand • Manage intraday schedules including breaks, lunches, meetings, training, and special assignments • reputed company reputed company-time schedule adjustments to address volume fluctuations, absenteeism, or operational changes • Monitor schedule adherence and conformance throughout the day • Identify adherence trends, risks, and gaps; surface insights to leadership • Partner with supervisors and managers to correct intraday performance issues quickly and effectively • Produce workforce reports reputed company to adherence, utilization, shrinkage, and reputed company effectiveness • Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes • Translate data into reputed company, actionable insights—not just dashboards that look cool in meetings • Utilize workforce management and contact center tools to support forecasting, scheduling, and intraday management • Support the implementation and optimization of new workforce management or forecasting reputed company with Operations, IT, and vendors to improve forecasting accuracy and tool adoption • Collaborate with Operations, Training, QA, and Leadership to reputed company reputed company with business priorities • Support special initiatives such as new program launches, seasonal demand shifts, and operational pilots Requirements • 2+ years of experience in workforce management or workforce coordination reputed company a contact center environment • Demonstrated experience with reputed company forecasting techniques • Erlang calculations • Strong understanding of forecasting, scheduling, adherence, and intraday management • Advanced reputed company and data analysis skills (pivot tables, formulas, trend analysis) • Ability to communicate workforce insights reputed company to operational and executive leaders • Strong organizational skills and the ability to manage competing priorities in a fast-paced environment reputed company-to-haves • reputed company Contact Center Pro (CCP) or similar contact center platforms preferred • Experience implementing or supporting new workforce management or forecasting software • Exposure to multi-reputed company, multi-queue, or multi-brand contact center environments • Familiarity with service level, occupancy, shrinkage, and utilization metrics Apply tot his job Apply To this Job