Workforce Analyst | Workforce Management
About the Role
As a Customer Operations Workforce Analyst, you will play a critical role in driving operational efficiency and customer satisfaction by forecasting workforce needs, managing real-time staffing, and optimizing scheduling. Your expertise in data analysis and workforce management tools will directly influence the effectiveness and responsiveness of our customer operations team.
This is a Globally Remote position - candidates across the world are welcome!
Day-to-Day Responsibilities
Develop accurate forecasts to align staffing with anticipated customer service demands.
Analyze historical and real-time data to adjust staffing levels proactively.
Create and manage employee schedules, factoring in absences, training, breaks, and leave.
Monitor real-time performance and staffing, making adjustments to maintain service levels.
Generate regular reports highlighting adherence, productivity, occupancy, and other key performance indicators.
Provide insights and recommendations to improve workforce efficiency and customer satisfaction.
Collaborate closely with operations managers to resolve workforce challenges swiftly.
Serve as the primary contact for workforce management inquiries and issues.
Profile Must Haves
3+ years of experience working in a contact center environment.
2+ years of direct experience in a Workforce Management role.
Exceptional mathematical skills with proven comfort in navigating complex and messy data.
High proficiency in Excel and Google Sheets, with experience creating reports and automations.
Outstanding attention to detail, ensuring accuracy and completeness in all tasks.
Strong expertise in forecasting, understanding deviations, and applying best practices for managing workforce operations.
Advanced problem-solving skills, proactively gathering relevant data, performing root cause analysis, and making well-informed, strategic decisions
Preferred Role Experience:
Workforce Analyst
Forecaster
Capacity Planner Roles
Your First 3 Weeks:
Familiarize yourself with current workforce management systems and processes.
Build relationships with team members and stakeholders across customer operations.
Conduct an initial review of historical workforce data and current staffing strategies.
Identify quick wins or immediate improvements in scheduling or forecasting methods.
Begin providing preliminary insights and recommendations to improve operational efficiency.
System Requirements
Minimum 15Mbps internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection
About the job
Apply for this position
Workforce Analyst | Workforce Management
About the Role
As a Customer Operations Workforce Analyst, you will play a critical role in driving operational efficiency and customer satisfaction by forecasting workforce needs, managing real-time staffing, and optimizing scheduling. Your expertise in data analysis and workforce management tools will directly influence the effectiveness and responsiveness of our customer operations team.
This is a Globally Remote position - candidates across the world are welcome!
Day-to-Day Responsibilities
Develop accurate forecasts to align staffing with anticipated customer service demands.
Analyze historical and real-time data to adjust staffing levels proactively.
Create and manage employee schedules, factoring in absences, training, breaks, and leave.
Monitor real-time performance and staffing, making adjustments to maintain service levels.
Generate regular reports highlighting adherence, productivity, occupancy, and other key performance indicators.
Provide insights and recommendations to improve workforce efficiency and customer satisfaction.
Collaborate closely with operations managers to resolve workforce challenges swiftly.
Serve as the primary contact for workforce management inquiries and issues.
Profile Must Haves
3+ years of experience working in a contact center environment.
2+ years of direct experience in a Workforce Management role.
Exceptional mathematical skills with proven comfort in navigating complex and messy data.
High proficiency in Excel and Google Sheets, with experience creating reports and automations.
Outstanding attention to detail, ensuring accuracy and completeness in all tasks.
Strong expertise in forecasting, understanding deviations, and applying best practices for managing workforce operations.
Advanced problem-solving skills, proactively gathering relevant data, performing root cause analysis, and making well-informed, strategic decisions
Preferred Role Experience:
Workforce Analyst
Forecaster
Capacity Planner Roles
Your First 3 Weeks:
Familiarize yourself with current workforce management systems and processes.
Build relationships with team members and stakeholders across customer operations.
Conduct an initial review of historical workforce data and current staffing strategies.
Identify quick wins or immediate improvements in scheduling or forecasting methods.
Begin providing preliminary insights and recommendations to improve operational efficiency.
System Requirements
Minimum 15Mbps internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection