Workforce Analyst
Core
Assist in workforce planning, production of reports, and monitoring/adjusting staffing assignments based on call volume forecasting and real-time analysis.
Role type
Workforce Analyst (Call Center)
Builds
Staffing schedules, workforce utilization reports, and operational efficiency improvements.
Domain
Healthcare / Call Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce management analysis, call center technologies, system reporting, Excel, PowerPoint, data trend analysis, schedule adherence monitoring
Preferred skills
Workforce Optimization platforms (NICE, Verint, Aspect), capacity planning, utilization analysis, 3+ years customer service or call center experience
Technologies
NICE, Verint, Aspect, WFM systems
Responsibilities
Generate and publish schedules; Adjust forecasts in WFM; Monitor service performance and forecast accuracy; Analyze contact volume for trends; Collaborate with departments to identify efficiency opportunities; Monitor schedule adherence and manage staffing levels; Create and administer workforce management training.
Seniority
Mid-level, hands-on IC
