Junior Workforce Analyst

Life Extension; Las Vegas (NV); On-site; USD 42,000 - 56,000; Full time

Job summary

Life Extension is seeking a Junior Workforce Analyst in Las Vegas, NV to manage intra-day shifts, call center schedules, and affiliate teams. You will monitor call volumes, allocate resources, and coordinate with IT/phone groups for timely issue resolution.

The role requires 6+ months of call center workforce experience, strong analytical skills, and the ability to maintain schedule discipline. This is a full-time position with on-site work two days per week in Las Vegas.

Qualifications

• 6+ months of workforce experience in a call center.
• Intermediate knowledge of workforce management software.
• Strong analytical, problem solving and decision-making skills.
• Ability to effectively prioritize.
• Strong communication and interpersonal skills.

Responsibilities

• Analyzes call volume patterns to manage work shifts, lunches and breaks.
• Maintains communication channels regarding events that impact call volume.
• Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions.
• Adjusts schedules and resources intra-day to minimize impact of daily operations.
• Provides intra-day updates to stakeholders.
• Tracks training, meetings and off-phone activities to adjust schedules.
• Acts as tier 1 triage for IT/phone issues coordinating with relevant groups.
• Participates in weekly operational meetings and suggests workflow improvements.
• Edits timecards, submits help desk tickets, and logs PTO as needed.
• Monitors schedule compliance and efficiency, including breaks and tardiness.
• Provides recommendations to Workforce Manager to meet productivity and service goals.
• 2 onsite days per week is essential.
• Additional duties as needed.

Skills

Analytical skills

Problem solving

Prioritization

Communication

Tools

Workforce management software

Job description

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Junior Workforce Analyst

Workforce Full Time Professional Las Vegas, NV, US

6 days ago Requisition ID: 1677

This position is responsible for insuring goals are met through intra-day management of shifts, skills and changes to plan. Additionally, this position manages schedules for the call center and affiliate teams to properly anticipate needs.

Core Duties and Responsibilities:

• Analyzes call volume patterns to manage work shifts, lunches and breaks
• Maintains communication channels regarding events that impact call volume
• Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions
• Responsible for intra-day adjustments to schedules and resource allocation to minimize impact of daily operational activities and events
• Provides intra-day updates
• Tracks operational teams’ training, meetings and other off-phone activity on a daily basis making necessary schedule adjustments
• Acts as tier 1 triage for IT/phone related issues by coordinating with the appropriate groups and acting as escalation point through resolution
• Participates in weekly operational meetings and makes recommendations for workflow improvements based on identified trends
• Edits ADP timecards, completes associated help desk tickets, enters PTO as needed, and completes end-of-pay-period tasks
• Monitors schedule compliance and schedule efficiency; to include real-time monitoring of break and lunch schedules, tardiness, and/or early departures
• Provides recommendations to the Workforce Manager to ensure productivity goals, performance standards and service levels are met
• 2 onsite days per week is an essential function of this position
• Additional duties as needed

Position Requirements:

• 6+ months of Workforce experience in a call center setting preferred
• Intermediate knowledge of workforce management software preferred
• Strong analytical, problem solving and decision-making skills
• Ability to effectively prioritize
• Strong communication and interpersonal skills