Workforce Services Analyst
Core
Analyze and solve lower-complexity workforce management problems to optimize scheduling, performance, and resource allocation for customer support operations.
Role type
Individual contributor Workforce Services Analyst
Builds
Optimized workforce schedules and performance metrics for customer support verticals
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Workforce Management (WFM), Workforce Analytics, Workforce Experience Analytics, Microsoft Excel, Microsoft PowerPoint, Data Analysis, Forecasting, Scheduling
Preferred skills
Adaptability, Ability to work under pressure, Team collaboration
Responsibilities
Resolve customer queries, escalations, and complaints; Close faults and complaints within SLAs; Align people and resources to business objectives; Maintain productive workforce through scheduling and analytics; Perform analysis on lower-complexity problems.
Seniority
Mid-level, Individual Contributor
