Customer Service Workforce Analyst - (Hybrid: PA, NJ, DE)

Responsibilities

• Provide daily/weekly/monthly forecasts and analysis of call volume, average handling time, shrinkage, and other relevant variables for up to 300 associates across several lines of business.
• Publish schedules for associates and manage schedule exceptions (shifts, training, vacation, meetings, overtime, off‑line work, etc.) to ensure daily service level and ASA objectives are met.
• Provide analysis and trends of forecast data to assist in the ongoing improvement, efficiency, and effectiveness of the organization.
• Review and analyze intraday segments and daily call volume, AHT and staffing requirements to ensure call volume is aligned to forecast, adjusting as needed.
• Develop and provide expert reporting and analysis in staffing levels, schedule effectiveness, time bank management, attendance, and training strategies.
• Monitor all time audits and oversee all edits related to time bank management in the workforce system.
• Maintain the shift and coding configurations in the Workforce Management application including naming conventions, time codes, exceptions, and work rules.
• Maintain Teams and Outlook distribution lists and configurations.
• Coordinate system support as a super user, such as interface validation.
• Process ticket requests from business users daily for changes to schedules.
• Utilize system reporting tools to analyze current business processes and support continuous process improvements.
• Generate various reports for end users.

Qualifications

• Education: Bachelor’s degree in business, IT or related major; or minimum of 4 years’ related experience and/or training; or equivalent combination of education and experience.
• Experience: 3‑5 years of experience working with a Workforce Management (Timekeeping, Scheduling and Attendance, Analytics) system preferred.
• Knowledge, Skills, Abilities:
  • Highly proficient knowledge of Verint, Genesys or other workforce management related tools is preferred.
  • Advanced knowledge of reporting and analysis tools, including Excel, Macro functions, pivot tables, Tableau, SQL, or Power BI reporting is a plus.
  • Strong analytical skills with the ability to translate business requirements into technical specifications.
  • Familiar with basic statistical analysis.
  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.
  • Demonstrates attention to detail and takes initiative.
  • Effective communication, organizational and time management skills.
  • Ability to work from home, which includes high‑speed wi‑fi capability of at least 400 Mbps and a quiet, confidential workspace.
  • Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Schedule

Hybrid model: Associates work in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). Work must be performed in the Tri‑State Area of Delaware, New Jersey, or Pennsylvania. Ability to work from home requires high‑speed Wi‑Fi (≥400 Mbps) and a quiet, confidential workspace.