Workforce Analyst
Core
Manage long, mid, and short-term workforce planning cycles including forecasting, scheduling, and real-time management for a customer experience team.
Role type
Workforce Management Analyst
Builds
Staffing schedules, capacity plans, and operational forecasts for customer service operations
Domain
Healthcare / Customer Experience / Workforce Management
Required skills
Statistical data modeling, forecasting volume, schedule generation, data analytics, SQL, VBA, MS Excel, MS Access, data integrity management, KPI tracking
Preferred skills
Nice inContact, Six Sigma tools, Lean techniques, scaling environment experience
Technologies
Nice inContact, SQL, VBA, MS Excel, MS Access
Responsibilities
Own long, mid, and short-term planning cycles from forecasting to real-time management; Ensure data integrity within telephony, IVR, WFM, and CRM tools; Utilize data analytics to track and analyze performance of individuals, teams, and overall workforce; Partner with cross-functional teams to understand capacity, headcount, and budget allocation; Create dashboards to convert raw data into actionable insights; Maintain forecasts and capacity plans at various levels including volume, AHT, and shrinkage.
Seniority
Mid-level, hands-on IC
