Customer Service - Workforce Analyst

USA Waste and Recycling•Enfield, CT

6h•Onsite

About The Position

The Customer Service Workforce Analyst is responsible for workforce management, performance analytics, and data insights that support efficient, data-driven customer service operations. This role owns forecasting, staffing analysis, scheduling support, and performance reporting across customer service teams. The Workforce Analyst partners with leadership to translate data into actionable insights that improve service levels, efficiency, and customer experience.

Requirements

High School diploma or equivalent
2-5 years of experience in workforce management, data analytics, or performance reporting
Experience supporting contact center or service operations
Experience with WFM tools, reporting platforms, and CRM data
Strong analytical and quantitative skills
Ability to interpret complex data and communicate insights clearly
Advanced Excel, Access, and reporting tool proficiency
Strong attention to detail and data accuracy
Ability to manage multiple priorities and deadlines

Nice To Haves

Waste and recycling industry experience preferred

Responsibilities

Analyzes call volume, contact patterns, and workload trends to support staffing and scheduling decisions.
Develops forecasts and capacity models to support service level objectives.
Monitors schedule adherence and identifies trends or risks impacting performance.
Develops and maintains customer service dashboards, reports, and performance metrics.
Analyzes service levels, productivity, quality, and customer satisfaction data.
Ensures accuracy and consistency of workforce and performance data across systems.
Translates data into insights that inform staffing, training, quality, and operational decisions.
Identifies trends, risks, and opportunities related to volume, efficiency, and performance.
Partners with leadership to support continuous improvement initiatives.
Supports workforce management tools, reporting platforms, and data integrations.
Documents assumptions, methodologies, and reporting standards.
Supports audits, leadership reviews, and ad hoc data requests.