Hybrid Workforce Analyst: Scheduling & Forecasting

CNA National; Scottsdale (AZ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

CNA National is seeking a Workforce Management professional in Scottsdale, AZ. The role focuses on monitoring real-time contact center performance, intraday staffing, and developing forecasts to meet service level goals.

You’ll administer CCaaS platforms (IVR, routing, queues) and partner with leadership to implement process improvements, with a hybrid schedule of four days onsite and one day remote weekly.

Qualifications

• 3–5 years of experience in claims operations or contact center operations or workforce management.
• Knowledge of contact center metrics (service level, abandon rate, AHT, occupancy, adherence, shrinkage, forecast accuracy).
• Experience supporting CCaaS, telephony, call center, or workforce management platforms like RingCentral, DialPad, Five9, Genesys, NICE, Verint or similar.

Responsibilities

• Monitor real-time contact center performance including service levels, call volume, abandon rates, and staffing coverage.
• Develop and maintain staffing forecasts using historical trends and operational data.
• Prepare monthly and ad hoc reports with insights and recommendations for leadership.
• Administer and support CCaaS platforms, including IVR configurations, call routing, queues, and user setup.
• Serve as a point of contact for contact center tech issues and track resolutions.

Skills

Analytical skills

Communication

Organization

Documentation

Problem-solving

Advanced Excel

Education

Bachelor's degree in business/operations/analytics/IS

High school diploma with technical certifications

Tools

RingCentral

DialPad

Five9

Genesys

NICE

Verint

Job description

CNA National is seeking a Workforce Management professional in Scottsdale, AZ. The role focuses on monitoring real-time contact center performance, intraday staffing, and developing forecasts to meet service level goals.

You’ll administer CCaaS platforms (IVR, routing, queues) and partner with leadership to implement process improvements, with a hybrid schedule of four days onsite and one day remote weekly.