Senior Workforce Management Analyst - Remote

Overview

The Senior Workforce Management Analyst will function as a consultant to call center management, developing and facilitating call center volume forecasts and schedules, while also recommending operational improvements.

In Short

• Consults with call center management on volume forecasts and schedules.
• Recommends operational improvements for achieving service levels.
• Participates in strategic and operational staffing plans.
• Generates accurate forecasts and maintains database systems.
• Prepares management reports and ensures timely delivery.
• Provides guidance and leadership to departmental staff.
• Trains staff members as required.
• Utilizes scheduling software for effective staff management.
• Analyzes and presents statistical data to management.
• Works remotely with minimal supervision.

Requirements

• College coursework in Computer Science, Business Administration, or related field.
• Minimum of three years’ experience in Workforce Management or business analysis.
• Experience in forecasting, scheduling, and statistical reporting.
• Proficient in PC applications like Excel, Word, and Access.
• Ability to manage multiple assignments and projects simultaneously.
• Strong problem-solving skills and ability to work in a team.
• Excellent communication skills for presenting data.
• Knowledge of scheduling software (IEX, TCS, Blue Pumpkin preferred).

Benefits

• Competitive salary and performance-based pay.
• Remote work flexibility.
• Inclusive and diverse work environment.
• Opportunities for career growth and advancement.
• Comprehensive benefits package.