Customer Operations Workforce Analyst

New

Skills

Analyst Customer Service Data Analysis Excel Forecasting Google Sheets Problem-solving Remote Work Scheduling

Job Overview

This Customer Operations Workforce Analyst role focuses on driving operational efficiency and customer satisfaction by forecasting workforce needs, managing real-time staffing, and optimizing scheduling. The position is globally remote, offering candidates worldwide the opportunity to contribute to the team.

Responsibilities
  • Develop accurate forecasts for staffing alignment
  • Analyze historical and real-time data for proactive staffing adjustments
  • Create and manage employee schedules considering various factors
  • Monitor performance and make adjustments to maintain service levels
  • Generate regular reports on key performance indicators
Requirements & Qualifications
  • 3+ years of experience in a contact center environment
  • 2+ years in a Workforce Management role
  • Strong mathematical and Excel skills
  • Expertise in forecasting and workforce management
  • Advanced problem-solving capabilities

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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