Workforce Analyst (EGGS)

Position: Workforce Analyst Number of hours: 40 Hrs/week Schedule: TBD

Job Summary

We are seeking a detail-oriented Workforce Analyst to manage staffing, scheduling, and real-time workforce optimization in a dynamic BPO environment. The ideal candidate will analyze call volume trends, forecast staffing needs, and ensure efficient workforce utilization to maintain service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities

• Develop and maintain accurate forecasting models to predict call volume, staffing needs, and workload distribution.
• Create and manage schedules to ensure optimal coverage and adherence to SLAs.
• Monitor real-time queue activity and agent productivity, making adjustments as needed to optimize service levels.
• Analyze historical data and trends to improve forecasting accuracy and workforce efficiency.
• Collaborate with operations, ...