Workforce Analyst

RESPONSIBILITIES

• Analyze historical data and trends to forecast future workloads, including call volumes and chat requests, to determine required staffing levels.
• Create optimized agent schedules considering factors such as agent availability, skill sets, and service level goals.
• Monitor real-time data, such as call volumes and agent adherence to schedules, and make immediate adjustments to maintain service levels.
• Evaluate agent performance data to identify trends, patterns, and areas for improvement, and use this information to optimize schedules and enhance operational efficiency.
• Design and implement data visualization tools, and analyze reports on key performance indicators (KPIs) to evaluate performance and make data-driven decisions.

ABOUT YOU

• You hold a Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
• You have proven experience in workforce management or data analysis within a customer service or BPO environment. (at least 1 year experience)
• You are proficient in workforce management software and tools, with knowledge of CS/CRM Helpdesk systems (Salesforce, Genesys, Zendesk, Aircall, Five9, HubSpot, etc.) being a plus.
• You possess strong analytical skills and can translate data into actionable insights.
• You have advanced proficiency in Excel, Google Sheets, and data visualization tools (Looker Studio, Tableau, Metabase, etc.).
• You thrive in a fast-paced environment and can manage multiple priorities.
• You have excellent communication and problem-solving abilities.