Workforce Analyst

Monitor, manage, and optimize real-time contact center operations to ensure service levels and performance goals are consistently achieved. Track call volume and email traffic, manage staff schedules, and allocate resources based on workload demands, employee availability, and skill sets. Develop, analyze, and maintain workforce and customer service performance reports to forecast staffing needs and operational trends. Make real-time workforce management adjustments based on call volume, service demands, and operational priorities. Monitor contact center performance metrics in real time, proactively identifying trends, risks, and opportunities for improvement. Manage and optimize call routing strategies to ensure customers are directed to appropriate resources. Partner with Contact Center Supervisors and Management to review performance trends, staffing effectiveness, and service level outcomes. Provide data-driven recommendations to improve workforce utilization, operational efficiency, and customer satisfaction. Requires strong analytical abilities, intermediate to advanced Excel skills, and experience with workforce management and contact center technologies. Two years' experience in a contact center supporting workforce management preferred.