Hybrid Analyst II, VCC Services & Adherence

Employment Development Department; California; Hybrid; USD 6,000 - 7,500; Full time

Job summary

Employment Development Department (EDD) in California is seeking an Analyst II for the Virtual Contact Center operations. The role focuses on forecasting inbound call volumes, adjusting staffing, and ensuring adherence to service levels within UI operations.

The position offers hybrid telework and regular daytime hours. The role requires strong analytic skills, stakeholder communication, and experience with contact center management.

Qualifications

• Experience with contact center methodologies.
• Ability to forecast workloads and manage intraday staffing.
• Strong stakeholder communication skills.
• Familiarity with unemployment insurance environments is a plus.

Responsibilities

• Provide time-sensitive information to UI Branch leadership and stakeholders.
• Interact with leadership, project teams, and vendors to align on staffing.
• Ensure timely processing of staff modifications on the VCC platform (additions, modifications, removals, skilling).
• Perform real-time intraday management of VCC agents to meet service levels.
• Monitor call campaigns, callbacks, and real-time adherence within UICSC.

Skills

Call center operations

Stakeholder communication

Workforce management

Operational reporting

Job description

Employment Development Department (EDD) in California is seeking an Analyst II for the Virtual Contact Center operations. The role focuses on forecasting inbound call volumes, adjusting staffing, and ensuring adherence to service levels within UI operations.

The position offers hybrid telework and regular daytime hours. The role requires strong analytic skills, stakeholder communication, and experience with contact center management.