Lead Workforce Analyst

Job Summary

A company is looking for a Lead Workforce Analyst.

Key Responsibilities

• Serve as a lead for the Workforce staff and departmental functions
• Manage real-time call activity at various call centers and perform routine audits
• Design and generate department reports, and develop policies and procedures for the workforce management unit

Required Qualifications

• High school diploma or equivalent; Bachelor's degree preferred
• 5+ years of call center scheduling and service level experience
• 1+ years of workforce management experience in a nurse triage call center environment
• Working knowledge of telephony systems and call center technology
• Experience with forecasting and workforce management optimization software