Workforce Optimization Analyst- Skokie, IL
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About The Position
The Workforce Optimization Analyst reports directly to the Sr Manager of Workforce Optimization. This role is responsible for ensuring that the call center operates efficiently by optimizing staff scheduling, forecasting call volumes, and analyzing workforce performance data. This role involves creating staffing models, generating reports, and utilizing workforce management (WFM) tools to balance resources with call demand, minimizing wait times, and maximizing agent productivity. The WFO Analyst works closely with operations teams to forecast staffing needs, develop schedules, and adjust them in real-time based on changing business demands. This position also focuses on analyzing trends in call patterns, service levels, and key performance indicators (KPIs) to make informed decisions that enhance the customer experience while improving operational efficiency. Additionally, the WFO Analyst provides recommendations to management on process improvements, resource allocation, and system enhancements. The ideal candidate has strong analytical skills, proficiency in WFM tools, and a deep understanding of call center operations to ensure optimal resource utilization and service delivery.
