Workforce Analyst - contact center

Immediate need for a talented Workforce Analyst - contact center. This is a 06+months contract opportunity with long-term potential and is located in San Diego, CA(Hybrid) . Please review the job description below and contact me ASAP if you are interested.

Apply below after reading through all the details and supporting information regarding this job opportunity.

Job ID:26-30041

Pay Range: $45 - $46.1/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Analyze contact center service level performance and communicate insights to stakeholders.
• Develop ad-hoc analyses to understand root causes and forecast outcomes.
• Lead cross-functional initiatives to optimize performance across various time horizons.
• Prioritize tasks, manage multiple projects, and effectively communicate progress to senior leadership.
• Utilize contact center tools such as Amazon Connect, NICE CX, Dialpaid, Talkdesk, and Avaya to inform business decisions.

Key Requirements and Technology Experience:

• 3-5 years experience in contact center operations.
• Experience with contact center tools: Amazon Connect, NICE CX, Dialpaid, Talkdesk, Avaya.
• Workforce Management Experience.
• Data Scheduling/Data Forecasting skills.
• Strong interpersonal skills and ability to work in dynamic, matrix team environments.
• Proficiency in analytics to manipulate and report data effectively.
• Flexibility with work schedule to cover business hours, including weekends and holidays.

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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