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Contact Center Workforce Analyst

Posigen
Posted February 3, 2025

Houston, Texas

Not Specified

$50,000 - $60,000

Full Time

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Job Description

The Workforce Analyst is responsible for monitoring workforce adherence, optimizing schedules, and analyzing workforce data to improve operational efficiency. This role involves supporting staffing and scheduling decisions, utilizing workforce management platforms, and providing insights based on data trends.

Responsibilities

  • •Monitor real-time adherence to schedules and address deviations to maintain SLAs.
  • •Proactively adjust schedules based on intraday needs.
  • •Develop and maintain schedules that align with operational needs and employee preferences.
  • •Leverage historical data to refine scheduling practices and enhance forecast accuracy.
  • •Support the development of long-term workforce plans.
  • •Collect, analyze, and interpret workforce data from various systems.
  • •Develop and maintain dashboards and reports to track key metrics.
  • •Provide actionable insights and recommendations based on data trends.
  • •Contribute to the implementation and maintenance of workforce management systems.
  • •Identify opportunities for process improvements in workforce efficiency.
  • •Analyze data from Salesforce cases to monitor workload distribution and response times.
  • •Partner with leadership to implement best practices in workforce management.
  • •Act as a liaison between WFM operations and leadership.
  • •Provide mentorship and training to junior team members.
  • •Participate in workforce-related projects such as process redesigns and capacity planning.

Requirements

  • •Bachelor's degree in Business, Data Analytics, Operations Management, or a related field or equivalent experience.
  • •3-5 years of experience in workforce management, preferably in a contact center environment.
  • •Experience with Salesforce and a CCaaS platform is required.
  • •Proficiency in workforce management tools and data analysis platforms such as Excel (advanced level) and Sigma.
  • •Experience with workforce management platforms, with emphasis on AWS and Five9.
  • •Ability to monitor real-time adherence to schedules and promptly address deviations to maintain service level agreements (SLAs).
  • •Ability to develop and maintain schedules that align with operational needs and employee-related preferences or exceptions, ensuring compliance with policies and labor laws.
  • •Ability to collect, analyze, and interpret workforce data from various systems, including time-tracking, attendance, and performance management tools.
  • •Ability to develop and maintain dashboards and reports to track key metrics such as adherence, shrinkage, and productivity.
  • •Ability to provide actionable insights and recommendations based on data trends to optimize workforce efficiency.
  • •Ability to communicate effectively with management and frontline teams to mitigate operational risks in real-time.
  • •Ability to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
  • •Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

Benefits

  • •Compensation/salary range: 50,000 - 60,000 USD
  • •Work schedule: Flexible to adapt to operational needs
  • •Work environment perks: Mentorship and training opportunities
  • •Any additional benefits: Equal Opportunity Affirmative Action employer

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