RemoteLeaf Logo
Log in Sign up

Senior Workforce Analyst - Contact Center

1 month, 2 weeks ago
United States
Full-time
Senior
Operations Analyst
Data Science and Analytics
Apply Now
DSI

DSI

DSI offers a comprehensive application designed for order entry and reporting, aimed at enhancing business efficiency and success through live sales support, exceptional field sales management, and specialized event assistance.

Retailing
251-1K
Founded 1984
View All Jobs 5

Description

  • Monitor real-time call volume, average handle time (AHT), and staffing requirements in a multi-skill contact center environment.
  • Perform administrative tasks within the workforce management (WFM) software to support BPO partners.
  • Forecast call volume, AHT, and shrinkage at monthly, daily, and interval levels.
  • Use WFM software and historical call data to manage intraday staffing levels and make adjustments as needed.
  • Determine and implement the most effective methods for intraday staffing adjustments.
  • Provide intraday, real-time data analysis and reporting related to attendance and schedule adherence.
  • Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met.
  • Act as the cross-functional single point of contact for workforce management with Leadership and Operations regarding system-related issues impacting production.
  • Foster a positive work environment that supports successful team performance.

Requirements

  • 4+ years working in a contact center workforce management environment (required).
  • 3+ years’ experience using NICE IEX workforce management software system (required).
  • Prior experience forecasting call volume, AHT, and shrinkage (required).
  • Prior experience using scheduling functionality within a workforce management tool (required).
  • Prior experience working with BPOs (preferred).
  • Knowledge of contact center and customer service operations.
  • Strong teamwork, collaboration, and problem-solving skills.
  • Excellent, consistent communication skills to keep vendors, operations, and leadership updated in real time.
  • United States-based remote work only; ability to work the assigned shift of 9:00 AM–5:00 PM CST, Monday–Friday, with occasional weekends.

Benefits

  • Medical, dental, vision, disability, and life insurance available the first day of the month following your first day of employment (no extended waiting period).
  • 401(k) plan with employer matching.
  • Paid vacation, personal/sick days, and bereavement time.
  • Employee profit sharing program.
  • 50% AT&T wireless discount.
  • Paid training.
  • Advancement opportunities with a preference to promote from within.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

P

Analyst

Precision AQ 1001-5000 Business Consulting and Services

Precision Medicine Group is seeking a Data Analyst to support client operations and deliver high-quality analytical and operational outputs for healthcare and claims-related work.

India Full-time Mid Level Data Analyst Operations Analyst
Power BI Python SQL Tableau
59 minutes ago
Aledade

Clinical Quality Performance Data Operations Analyst, Remote

Aledade 1K-5K Health Care Providers & Services

Aledade is hiring a remote Clinical Quality Performance Data Operations Analyst to support quality performance improvement efforts by managing data workflows, analytics, and cross-functional coordination that help improve patient outcomes.

United States Full-time Mid Level Data Analyst Operations Analyst
Wireframing
6 hours, 16 minutes ago
Anduril Industries

Real Estate and Facilities Analyst, Connected Warfare

Anduril Industries 1K-5K Aerospace & Defense

Anduril Industries is hiring a Real Estate and Facilities Analyst to support the Connected Warfare division’s planning and utilization of production, R&D, and office space as the company scales.

United States Full-time Mid Level Operations Analyst
$146k-$194k
10 hours, 7 minutes ago
Pine Services Group

Practice Director

Pine Services Group Internet Software & Services

Pine's portfolio company is hiring a remote Practice Director to lead practice strategy, manage Practice Managers, and oversee the financial and operational performance of a consulting business.

Anywhere Full-time Lead Operations Analyst
$180k-$205k
ERP Microsoft Dynamics 365
10 hours, 40 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers