Jr. Workforce Analyst

Sunbit • Las Vegas, NV

6d • Onsite

About The Position

The team at Sunbit is looking for a self-motivated and ambitious Junior Workforce Analyst join our team in Las Vegas, Nevada. You will support the Customer Service leadership team by developing and maintaining agent level dashboards and Real-Time call queue monitoring as well as providing insight/analysis of call handling effectiveness and all Key Performance Indicators (KPIs) via accurate reporting. Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

• 6 months to 2+ years of experience in Operations or Workforce Management, with a strong understanding of business unit operations, systems, and WFM analytics, including forecasting and workforce planning.
• Strong quantitative and analytical skills, with proficiency in Excel and Google Sheets.
• Proficiency in phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five9.
• Expertise in emerging practices and technologies for workforce planning, scheduling, and forecasting.
• Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
• Excellent interpersonal, written, verbal, and listening communication skills.

Nice To Haves

• Experience with APIs, SQL, and/or Sigma reporting is beneficial but not required.
• Experience with workforce management systems is preferred; Verint scheduling is a plus- please mention if you have experience with this tool.

Responsibilities

• Ownership of site, leader, agent-level dashboards, and gamification initiatives.
• Producing and analyzing management reports to support inbound and outbound operations.
• Acting as the main point of contact for volume forecasting, ensuring accurate forecasts across multiple business lines.
• Ensuring strategic alignment through forecast modeling, collaborative planning, and effective communication.
• Collaborating with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives.
• Clearly communicating forecasted workload, assumptions, changes, and inputs to relevant stakeholders.
• Partnering with leaders and their teams on capacity planning and resource strategy modifications.
• Leading process improvements to enhance efficiency and drive change management across multi-contact environments.
• Identifying opportunities to improve contact center metrics and conducting deep-dive analyses to address forecasting deviations.

Benefits

• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Parental Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed