Contact Center Workforce Analyst

Automatic Data Processing, Inc.; Jacksonville (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Community First Credit Union is seeking a Workforce Specialist for the Contact Center to optimize staffing and improve member experience. You will forecast demand, build schedules, monitor metrics, and provide actionable insights to leadership using Calabrio, NICE, Verint, and BI tools.

The role emphasizes data-driven decision making, collaboration with leaders, and continuous improvement in workforce processes and reporting.

Qualifications

• Minimum of 2 years of experience in Workforce Management, Contact Center Operations, Business Analytics, or a related field.
• Experience using workforce management platforms such as Calabrio, NICE, Verint, or comparable systems.
• Strong analytical and problem-solving skills.
• Advanced proficiency with Microsoft Excel and workforce reporting tools.
• Ability to work effectively in a fast-paced, data-driven environment.
• Strong verbal and written communication skills.
• High level of accuracy, attention to detail, and organizational skills.

Responsibilities

• Forecast call volume, workload demand, shrinkage, and staffing requirements.
• Create and maintain accurate schedules that align staffing with forecasted demand.
• Monitor forecast accuracy and make recommendations to improve planning.
• Support long-term workforce planning and capacity management initiatives.
• Monitor queue performance, service levels, occupancy, adherence, wait times, and agent availability.
• Make real-time staffing adjustments to meet service goals.
• Coordinate schedule changes and staffing reallocations as needed.
• Develop and distribute daily, weekly, monthly, and ad hoc workforce reports.
• Analyze KPIs and present findings to leadership clearly and concisely.
• Assist with troubleshooting workforce management system issues.

Skills

Workforce forecasting

Scheduling

Data analysis

Excel

Communication

Education

Associate degree or bachelor's degree preferred

Tools

Calabrio

NICE

Verint

Power BI

Tableau

Job description

Community First Credit Union is seeking a Workforce Specialist for the Contact Center to optimize staffing and improve member experience. You will forecast demand, build schedules, monitor metrics, and provide actionable insights to leadership using Calabrio, NICE, Verint, and BI tools.

The role emphasizes data-driven decision making, collaboration with leaders, and continuous improvement in workforce processes and reporting.