Workforce Analyst

About the Role:

As a Workforce Analyst, you will play a critical role within our delivery teams, optimizing workforce management strategies to enhance operational efficiency. You will leverage your analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to the dynamic demands of the contact center environment.

What You'll Do:

• Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices.
• Develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports.
• Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance.
• Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation.
• Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively.
• Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions.
• Adjust active schedules as needed based on real-time staffing levels and operational demands.
• Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.

What We're Looking For:

• Minimum 2 years of experience in workforce management or a related field (Must have).
• Proficient in MS Office 365, Google Suite, Salesforce (CRM), and Genesys (Must have).
• Strong analytical and problem-solving skills, with a proven ability to manage reporting and visibility into workforce management metrics (KPIs) (Must have).
• Experience with volume forecasting, staff scheduling, and real-time queue management (Must have).
• Familiarity with Workforce Optimization platforms (WFO) such as NICE, Calabrio, Verint, or Playvox (Good to have).
• Excellent written and verbal communication skills (Must have).
• Strong knowledge of customer care processes and techniques (Must have).
• Ability to work collaboratively with cross-functional teams and manage stakeholder expectations (Must have).