Staffing Optimization Specialist

Job Title : Workforce Management Analyst

We are seeking an analytical professional to join our team as a Workforce Management Analyst.

The ideal candidate will possess strong analytical skills and proficiency in data analysis techniques, experience with workforce management software and forecasting tools, excellent communication and collaboration skills, understanding of contact center operations and key performance indicators (KPIs), and proficiency in Microsoft Excel and other data analysis tools.

Key Responsibilities :

• Monitor call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts
• Identify potential fluctuations in demand and adjust staffing levels accordingly to optimize service levels while managing labor costs
• Regularly review historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting
• Create and maintain short-term forecasting models using WFM software, adjusting parameters based on current trends and seasonal fluctuations
• Making necessary adjustments to staffing schedules as needed throughout the day
• Communicate forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained

Requirements :