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Workforce Analyst, Jr

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Description

The Workforce Analyst, Jr is responsible for day-to-day management of command center operations, including, daily telephony real-time management, workforce & staffing-level management, data analysis, reporting and software administration. Successful candidates will be focused on solutions, perform at a high-level, in a fast-paced environment, and excel in collaboration amongst a multi-level analyst team. 

 


  • Identify and execute daily strategy adjustments or enhancements to drive contact center performance
  • Manage daily task execution within workforce management software suites
  • Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
  • Ability to analyze and organize data in MS Excel (based on business need)
  • Provide trend analysis and feedback to command center leadership focused on improved business performance
  • Maintain daily schedule, adherence, and activity within workforce management
  • Communicate with multiple lines, and levels, of business
  • Manage intra-day attendance communication line for contact center employees

Other Related Duties:

  • Performs other related duties as assigned.

Qualifications:   

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities  to perform the essential functions of the job.

Education and/or   Experience:

  • Bachelors Degree (Preferred)
  • 1 to 3 years professional experience (internship experience applicable)
  • Ability to learn multiple call center technology suites
  • Basic understanding of database structure and data analysis techniques
  • Strong attention to detail
  • Experience in call center environment preferred

Must be available  for working hours between 7am and 10pm Eastern Monday through Friday and   8:30am to 6:00pm Eastern Saturday  
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