Data Analyst - Workforce Management Specialist

Job seekers with a passion for workforce management and data analysis are encouraged to apply for this challenging role.

The ideal candidate will have strong analytical skills, proficiency in data analysis techniques, and experience with forecasting tools. Key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts.

Key Responsibilities :

• Data Analysis : Review historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.
• Forecasting Model Creation : Utilize software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.
• Intraday Adjustments : Monitor real-time call volume and service levels, making necessary adjustments to staffing schedules as needed throughout the day.
• Communication and Collaboration : Communicate forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.
• Performance Reporting : Generate reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments.