Real-Time Call Center 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

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.