Workforce Analyst

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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, HR, and training teams to align workforce plans with business needs.
• Identify and recommend process improvements to enhance workforce management efficiency.
• Track and report workforce metrics, including occupancy, shrinkage, and adherence rates.
• Ensure compliance with labor laws, company policies, an...