Workforce Operations Analyst
On-site · Rocky Hill, Connecticut, United States
Job Summary
Workforce Operations Analyst responsible for analyzing, forecasting, and reporting on call volumes for a multi-skilled contact center, using workforce management technology to forecast future call volume and develop staff schedules to meet service levels, KPI targets, and cost objectives in a 24/7/365 environment for United Way of Connecticut. Responsibilities include preparing daily staffing schedules around planned and unplanned events, monitoring real-time activity and performance, highlighting variances and recommending solutions to reduce costs and improve client experience, forecasting staffing needs from performance data, producing quarterly metrics for the UWW scorecard, and delivering daily/weekly/monthly/ad hoc reports. The role supports the 211 Contact Center Operations and requires a flexible schedule and strong analytical, communication, and presentation skills.
Required Qualifications
- Bachelor's or Associate’s degree in technology, operations, business, or mathematics-related field
- Minimum of three years’ work experience involving workforce planning in a call center environment
- Demonstrated understanding of workforce management and contact center technology, vocabulary, and KPI’s
- Strong analytical and reasoning skills to collect and interpret data, solve problems, and identify opportunities leading to improved client-centered outcomes and processes
- Track record of making sound decisions quickly in a fluid work environment and to accept responsibility for those decisions and their impact on staff, costs, and/or quality of service
- Ability to regularly make independent and sound judgments regarding contact center staffing needs and to resolve variations in performance
- Strong interpersonal skills to develop productive working relationships
- Excellent verbal and written communication and presentation skills
- Ability to multi-task in a fast paced environment
- Ability to work a flexible schedule, including nights, weekends and holidays
- Bachelor's or Associate’s degree in technology, operations, business, or mathematics-related field. Certified Workforce Management Professional designation desired
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