Workforce Analyst

Position Summary

The Workforce Analyst will provide focused expertise in relation to contact center forecasting, service level, staffing requirements, scheduling and project planning. They will gather, validate, and document staff requirements for all contact center channels of communication (ACD calls, e-mail, and live chat). In addition, the Workforce Analyst will make recommendations to contact center leadership that facilitate increased departmental efficiency. This role reports directly to the Contact Center Manager.

Primary Position Responsibilities

Secondary Position Responsibilities

Supervisory Responsibilities

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None

Position Requirements

Experience, Education and Certifications Required

Experience, Education and Certifications Preferred

Skills and Abilities Required

Skills and Abilities Preferred

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None

Physical Requirements

Other Requirements

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)