Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst I to assist with scheduling and operational functions in a call center environment.

Key Responsibilities

• Monitor real-time call activity and make staffing adjustments as needed
• Generate and analyze reports on call center performance and staffing
• Coordinate scheduling with call center supervisory staff and assist in strategic planning

Required Qualifications

• High school diploma or equivalent
• 5+ years of customer service experience
• Working knowledge of telephony systems and call center technology
• Experience with manpower planning and scheduling
• Preferred experience with AWS and IEX