Senior Workforce Analyst - Remote

Overview

The Senior Workforce Analyst will work within the Post Sales Organization to manage customer engagement and ensure effective workforce management through analytical and problem-solving skills.

In Short

• Provide support to operational staff remotely.
• Prepare operational reports including SLA and adherence reports.
• Develop customer/internal facing SLAs and KPIs.
• Create dashboards and reports using BI tools like Tableau.
• Forecast volume and schedule staff accordingly.
• Coordinate with leadership for service level requirements.
• Manage staff attendance and traffic control.
• Monitor customer contact volumes and escalate issues.
• Adjust schedules based on real-time staff levels.

Requirements

• Minimum 3 years of experience in workforce management.
• Ability to manage reporting and stakeholder visibility into WFM metrics.
• Working knowledge of process management and documentation.
• Experience with Workforce Optimization platforms.
• Preferred experience in Contact Center domains.
• Strong stakeholder management skills.
• Excellent written and verbal communication skills.
• Strong knowledge of customer care processes.

Benefits

• Diverse and inclusive workplace.
• Equal opportunity employer.