Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst to manage the CollabAI platform and support a remote workforce.

Key Responsibilities:

• Oversees the CollabAI platform and manages collector assignments to virtual rooms
• Monitors collector performance and addresses real-time issues while ensuring consistent staffing coverage
• Generates reports on work-from-home performance metrics and facilitates training sessions for collectors

Required Qualifications:

• High School/GED or equivalent work experience; Bachelor's degree preferred
• 1-3 years of experience in Workforce Management, Scheduling, or a similar administrative role
• 1-3 years of experience in a Call Center or Work from Home environment
• Familiarity with virtual workforce tools and platforms
• Flexibility to work across multiple shifts, including evenings and weekends, as needed