Workforce Analyst

Job Summary

A company is looking for a Workforce Analyst I to assist in maximizing call center operations and performance metrics.

Key Responsibilities

• Monitor real-time call activity and make staffing adjustments as necessary
• Coordinate scheduling with call center supervisory staff
• Generate various reports and analyze call center performance metrics

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
• Call center and service level experience preferred