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Workforce Analyst
Skills
Analytical SkillsTrainingContact CentersCrisis InterventionEasily AdaptablePlaysPrevention
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree preferred or 2+ years in call center environment with workforce management ACD IVR and WFM systems
- 1-2 years of experience in scheduling workforce management analysis or administrative coordination
- Strong attention to detail and organizational skills
- Ability to handle confidential information
- Proficient in Excel and scheduling platforms
- Strong written and verbal communication skills
Nice to have
- Analytical skills
- Training
- Contact centers
- Crisis intervention
- Easily adaptable
- Readiness
- Workforce management
Day to day
- Monitor attendance schedule adherence and shift coverage across Crisis Services
- Track and report call-outs tardiness early departures and no-shows to support workforce visibility
- Review leave and schedule change requests coordinate staffing impact and document workforce updates accurately
Hiring process
- Apply
- Interview
- Offer