Analyst, Workforce Scheduling - Remote

Job Summary

Essential Job Duties

Provides analytical input related to call handle time/volume trends, and seeks to continuously improve forecasts and plans.

Maintains headcount requirements for each plan and works closely with leadership to ensure staffing is adequate to support compliance regulations and service level needs.

Identifies gaps in coverage, predicts work volumes, and proposes new shifts, realignments/hiring plans.

Maintains attrition capacity modeling and management of paid time off (PTO).

Maintains relationship with training team to ensure employees attend required trainings/complete trainings during optimal times in regard to business needs/operations.

Develops workforce management/capacity templates using available data and complex formulas.

Required Qualifications

• At least 2 years of relevant experience with workforce management tools, including experience with call center operations policy and procedures, and understanding and experience with service objectives and contact center analytics, or equivalent combination of relevant education and experience.
• Ability to convert dollars to full-time equivalent (FTE)/application to contact center budget.
• Workforce management experience, including experience with planning efforts.
• Strong data analysis skills, including data integrity experience.
• Strong critical-thinking skills, and attention to detail.
• Ability to multi-task and work well under pressure.
• Root-cause analysis experience.
• Ability to work cross-collaboratively across a highly matrixed organization and communicate across all levels of business.
• Effective verbal and written communication skills.
• Microsoft Office suite and applicable software program(s) proficiency.

Preferred Qualifications

• Six Sigma or Project Management Professional (PMP) certification.
• Professional in Business Analysis (PBA) and/or Professional in Risk Management (PRM).

Pay Range

$18.94 - $36.93 / HOURLY