Contact Center Traffic Analyst

Rural King; Mattoon (IL); On-site; USD 40,000 - 46,000; Full time

Job summary

Rural King in Mattoon, IL is seeking a Workforce Management Analyst to expertly manage contact center scheduling, forecasting, and real-time intraday decisions to sustain service levels and support a positive customer and associate experience.

You will own end-to-end scheduling, forecast accuracy, and intraday adjustments, partnering with leadership to identify gaps, optimize staffing, and implement data-driven improvements across reporting, dashboards, and WFM systems.

Qualifications

• 2+ years of workforce management, scheduling, or contact center operations experience.
• Proficiency with Microsoft Excel for data analysis and reporting.
• Experience with WFM software such as Calabrio, Verint, or Aspect.
• Excellent verbal and written communication skills.
• Strong analytical ability to identify trends and improve forecast accuracy.
• Ability to manage multiple tasks and adapt to changing priorities.

Responsibilities

• Own end-to-end scheduling for the Contact Center, building and publishing associate schedules that balance staffing requirements, service level goals, and associate preferences.
• Forecast contact volume, average handle time, and staffing requirements, using historical trends and business drivers to build accurate short- and long-term forecasts.
• Intraday management by monitoring real-time queues, adherence, and service levels, and making adjustments to staffing, breaks, and skill routing to respond to shifting demand.
• Partner with Contact Center leadership to identify staffing gaps or surpluses and recommend hiring, overtime, or schedule adjustments.
• Analyze historical performance data to identify trends, root causes of service level misses, and opportunities to improve forecast accuracy.
• Build and maintain reporting and dashboards that track key WFM metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.
• Configure and maintain the workforce management system, ensuring schedules, forecasts, and business rules stay accurate and current.
• Collaborate with Contact Center trainers and supervisors to schedule around training, meetings, and other non-phone activities without disrupting coverage.
• Communicate schedule changes, forecast updates, and intraday adjustments clearly to leadership and associates.
• Take ownership of challenging assignments and have the autonomy to implement innovative solutions.
• Act as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King's Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

Skills

Scheduling

Forecasting

Real-time operations

Excel

Communication skills

Time management

Analytical thinking

Tools

Calabrio

Verint

Aspect

Excel

Job description

Overview

Build Your Career with Rural King

As a Workforce Management Analyst, you will manage Contact Center scheduling, forecasting, and real-time operations to ensure staffing levels align with business needs. You will analyze performance data, optimize workforce efficiency, and partner with leadership to maintain service levels and support a positive customer and associate experience.

Related Job Titles

Contact Center Workforce Analyst • Contact Center Scheduler • Contact Center Operations Analyst • Contact Center Workforce Planning Analyst • Contact Center Real-Time Analyst • Contact Center Scheduling Analyst • Contact Center Performance Analyst • Contact Center Resource Planning Analyst • Contact Center Traffic & Workforce Analyst

Responsibilities

What You'll do

As a Workforce Management (WFM) Analyst you will be: the driving force behind how our Contact Center runs day to day, owning the schedules, forecasts, and real-time intraday decisions that keep service levels on target and set our associates up to succeed.

• Own the end-to-end scheduling process for the Contact Center, building and publishing associate schedules that balance staffing requirements, service level goals, and associate preferences.
• Own forecasting for contact volume, average handle time, and staffing requirements, using historical trends and business drivers to build accurate short- and long-term forecasts.
• Own intraday management by monitoring real-time queues, adherence, and service levels, and making adjustments to staffing, breaks, and skill routing to respond to shifting demand.
• Partner with Contact Center leadership to identify staffing gaps or surpluses and recommend hiring, overtime, or schedule adjustments.
• Analyze historical performance data to identify trends, root causes of service level misses, and opportunities to improve forecast accuracy.
• Build and maintain reporting and dashboards that track key WFM metrics such as service level, occupancy, adherence, shrinkage, and forecast accuracy.
• Configure and maintain the workforce management system, ensuring schedules, forecasts, and business rules stay accurate and current.
• Collaborate with Contact Center trainers and supervisors to schedule around training, meetings, and other non-phone activities without disrupting coverage.
• Communicate schedule changes, forecast updates, and intraday adjustments clearly to leadership and associates.
• Take ownership of challenging assignments and have the autonomy to implement innovative solutions.
• Act as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King's Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

What We're Looking For

• At least 2 years of workforce management, scheduling, or contact center operations experience, or equivalent combination of experience and education.
• Proficiency with Microsoft Office Suite, particularly Excel, for data analysis and reporting.
• Proficiency with or the ability to quickly learn workforce management (WFM) software (e.g., Calabrio, Verint, Aspect, or similar) and ACD/reporting systems.
• Excellent verbal and written interpersonal and communication skills.
• Demonstrated ability to meticulously review and analyze information, identifying errors or inconsistencies to maintain high levels of accuracy.
• Proven ability to analyze and optimize complex processes to achieve operational excellence.
• Proficiency in time management, including the ability to effectively plan, schedule, and allocate resources to meet objectives.
• Experience managing multiple tasks and maintaining a proactive, results-driven approach.
• Demonstrate a high level of adaptability in response to changing priorities, unexpected challenges, and evolving business needs.
• Demonstrated experience making sound decisions in a professional context, including evaluating options, considering relevant factors, and achieving desired outcomes.
• Strong problem-solving skills to quickly identify and address issues, minimizing potential delays or disruptions.

Qualifications

Physical Requirements

• Ability to maintain a seated or standing position for extended durations.
• Able to navigate and access all facilities.
• Skill to effectively communicate verbally with others, both in-person and via electronic devices.
• Close vision for computer-related tasks.
• Capability to lift 15 pounds periodically.

Supervisory Responsibilities

No

Min

USD $40,000.00/Yr.

Max

USD $46,000.00/Yr.