Workforce Management Analyst
Virtual Vocations Inc
To support operational efficiency in a remote environment, the full-time Workforce Management Analyst will analyze call volumes and workflow trends, monitor real-time performance, and optimize staffing plans while generating forecasts and performance reports for leadership. Key responsibilities Analyze call volumes and historical data to forecast staffing needs across multiple sites Monitor real-time performance and manage schedules to meet service level goals Generate performance reports and analytical insights to support workforce planning and operational improvements Required qualifications Bachelor's degree in Business or a related field preferred 3+ years of workforce management experience in a contact center environment Experience with workforce management software and contact center technologies Strong analytical skills with a background in performance reporting and quality assurance Proficiency in Microsoft Office and flexibility to work varying shifts as needed
Vacancy posted 4 days ago
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