Junior Workforce Analyst: Forecasting & Dashboards

Sunbit; Las Vegas (NV); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Unlimited PTO

Health Insurance options

401K Plan with Matching

Stock options

Job summary

Sunbit in Las Vegas, NV seeks a self-motivated Junior Workforce Analyst to support the Customer Service leadership by building agent dashboards and real-time queue monitoring, and by analyzing KPIs through accurate reporting.

You will forecast workload, partner with leaders on capacity planning, and drive improvements across a multi-contact center environment with a focus on efficiency and data-driven decision making.

Qualifications

• 6 months to 2+ years of experience in Operations or Workforce Management with forecasting and planning.
• Strong quantitative and analytical skills with Excel and Google Sheets.
• Experience with workforce management systems is preferred; Verint scheduling is a plus.
• Proficiency in phone system reporting and scheduling tools (Verint, NICE, IEX, Cisco, Five9).
• Knowledge of emerging practices for workforce planning, scheduling, and forecasting.
• Excellent interpersonal, written, verbal, and listening communication skills.

Responsibilities

• Own site, leader, and agent-level dashboards and gamification initiatives.
• Produce and analyze management reports supporting inbound and outbound operations.
• Serve as main contact for volume forecasting across multiple business lines.
• Ensure forecast accuracy through modeling, planning, and clear communication.
• Collaborate with cross-functional teams to identify opportunities and measure improvements.
• Communicate forecasted workload and inputs to stakeholders clearly.
• Partner with leaders on capacity planning and resource strategy adjustments.
• Lead process improvements to enhance efficiency in multi-contact environments.
• Identify opportunities to improve contact center metrics and analyze deviations.

Tools

Verint

NICE

IEX

Cisco

Five9

APIs

Sigma

Job description

Sunbit in Las Vegas, NV seeks a self-motivated Junior Workforce Analyst to support the Customer Service leadership by building agent dashboards and real-time queue monitoring, and by analyzing KPIs through accurate reporting.

You will forecast workload, partner with leaders on capacity planning, and drive improvements across a multi-contact center environment with a focus on efficiency and data-driven decision making.