Workforce Analyst
SEQUIUM ASSET SOLUTIONS LLC•St. James, MO
12h
About The Position
The Workforce Analyst is responsible for forecasting call volumes, creating staff schedules, and monitoring real-time performance to ensure optimal service levels in a call center environment.
Requirements
- 1-3 years’ experience in workforce management, scheduling or call center operations
- Experience in high volume environments
- Advanced Excel, PowerPoint, Word and data analysis
- Knowledge of WFM systems and tools
- Experience in data analysis and reporting
- Excellent organizational and communication skills
- Keen attention to detail
- Must be results driven
- Good time management skills
Responsibilities
- Analyze historical data to forecast call volumes, workload and staffing needs
- Develop long-term and short-term workforce plans
- Adjust forecast based on trends seasonality and business changes
- Create and maintain staff schedules that meet operational needs
- Ensure proper coverage during peak hours
- Monitor call queues, service levels and agent performance in real time
- Make real time adjustments to ensure service levels are met
- 4Track key performance indicators
- Prepare daily, weekly and monthly performance reports
- Track daily attendance (daily log, point tracker, writeups/warnings)
- Manage team schedules-Saturdays/overtime
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
Number of Employees
11-50 employees
