Call Center Workforce Analyst

Job Summary

A company is looking for a Call Center Workforce Analyst.

Key Responsibilities

• Interpret and evaluate call trends to develop accurate forecasts and agent schedules
• Collaborate with management to identify workload drivers and optimize staffing levels
• Monitor schedule adherence and report key performance indicators to management

Required Qualifications

• Bachelor's degree or equivalent required
• 3-5 years of Workforce Management experience in a medium to high call volume call center
• Extensive experience with ACD reports and proficiency in Excel, Word, and PowerPoint