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Business Analyst - Call Center Workforce Management

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The Business Analyst will serve as subject matter expert admin in Workforce Management Applications (including all applicable functions and features) including systems such as NICE WFM, Calabrio, or other WFM systems.

Essential Job Functions:

  • Project and process owner for WFM system installation and integration, including system updates
  • Performs ongoing shift analysis for Servicing Call Center for adjustments, changes, and additions, all aligned with immediate, short-term, and long-term forecasts
  • Develop systematic solutions to capture business initiatives and updates
  • Provide shift requirements to recruiting based on coverage deficits in the form of hiring shifts
  • Provide real-time monitoring via workforce management tools (Calabrio, NICE WFM, ICBM, etc.) and workforce management techniques to make intra-day adjustments. All efforts focused on maximizing resource efficiency and achieving service-level goals / business objectives
  • Perform continuous analysis of current Service Level Agreement performance, noting recent historical staffing trends, call volume trends, and loan activity trends
  • Build and maintain automated reporting suites for business/servicing performance reporting
  • Compile results for investor reporting and surveys
  • Partner with various departments for strategic planning and scheduling
  • Maintain constant, consistent communication with Operations team(s) to coordinate needed staffing/shift adjustments
  • Leads in the effort of building staffing and scheduling strategies that support multi-site, multi-skilled contact centers.
  • Identifies and researches service level risks for problem resolution and management notification
  • Maintains an accurate event log detailing the reason for variance to staffing for all operational metrics
  • Coordination with vendor workforce management to balance call volumes and staffing needs
  • Data analysis, trending, and preparation of interval (hourly, daily, and monthly) call center performance reporting
  • Identifies and recommends process improvement opportunities to improve productivity, efficiency, and customer satisfaction

Position Requirements:

  • Bachelor’s degree (B.A.) from a four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience
  • Five to Six years of workforce management industry and experience in call center setting
  • Experience with large-scale inbound contact center forecasting
  • Workforce Management System experience preferred (NICE WFM, Calabrio, etc.)