Workforce Business Analyst

• Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc.
• Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams.
• This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators.
• Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management.
• Create reports and dashboards to communicate and track key performance indicators related to workforce management.
• Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives.
• Identify areas of overstaffing or understaffing and provide recommendations for adjustments.
• Maintain attendance tracking tool for Contact Center Technology and Tools.
• Use specialized software and tools for data analysis, scheduling adjustments, and reporting.
• Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights.

• 1 year of experience in workforce analytics or a related role is preferred
• Familiarity with call center metrics and best practices
• Strong analytical and data interpretation skills
• Knowledge of labor laws and regulations
• Excellent communication and presentation skills
• Ability to work collaboratively and influence decision-making
• Detail-oriented with strong problem-solving skills
• Ability to work in a fast-paced, dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs
• Proficient in Nice/in Contact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Calabrio, Verint, Aspect, etc.) is highly desired
• Proficiency in data analytics software (e.g., Excel, Tableau, etc.) is preferred. Intermediate-to-advanced skills in Microsoft Excel is preferred.

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to Job Tailor job listings.

• workforce analytics
• data analysis
• scheduling adjustments
• attendance tracking
• process improvement
• reporting
• data interpretation
• call center metrics
• labor laws
• automation

• analytical skills
• communication skills
• presentation skills
• collaboration
• influence decision-making
• detail-oriented
• problem-solving
• adaptability
• time management
• prioritization