Workforce Optimization Analyst

The Workforce Optimization Real-Time Analyst supports the Customer Experience Team by monitoring inbound contact volumes and analyzing trends. The role provides recommendations to optimize staffing, performance, and customer experience.

• Monitor real-time inbound traffic and recommend staffing adjustments based on call volume, absenteeism, and other variables.
• Analyze daily and historical reports to identify call volume and staffing trends.
• Conduct root cause analysis to improve forecasting and scheduling outcomes.
• Partner cross-functionally on capacity-planning solutions.
• Support schedule changes and manage team member availability.
• Prioritize service quality in workforce optimization decisions.

• At least 2 years of experience in real-time analysis or workforce management, preferably in multi-location operations across time zones.
• Strong listening, customer service, communication, and data interpretation skills.
• Ability to identify trends and communicate insights clearly to support timely decisions.
• Proficiency with workforce management software such as Teleopti or Verint.
• Experience with project management tools such as Excel, , or Google Suite.
• Ability to work a flexible schedule, including some weekends, evenings, and holidays.