Real-Time Call Center Workforce Analyst

Life Extension Foundation Buyers Club Inc; Nevada; On-site; USD 42,000 - 54,000; Full time

Job summary

Life Extension Foundation Buyers Club Inc. is seeking a Junior Workforce Analyst in Las Vegas, NV. The role focuses on intra-day management of shifts, skills, and plan changes, with responsibility for scheduling call center and affiliate teams to anticipate needs.

The position involves analyzing call volume patterns, adjusting schedules, and coordinating with IT/phone teams as escalation point. Regular updates and participation in weekly operations meetings are expected.

Qualifications

• 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.

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.

Skills

Analytical skills

Problem solving

Decision making

Prioritization

Communication skills

Interpersonal skills

Call center experience

Workforce management software

Tools

Workforce management software

Job description

Life Extension Foundation Buyers Club Inc. is seeking a Junior Workforce Analyst in Las Vegas, NV. The role focuses on intra-day management of shifts, skills, and plan changes, with responsibility for scheduling call center and affiliate teams to anticipate needs.

The position involves analyzing call volume patterns, adjusting schedules, and coordinating with IT/phone teams as escalation point. Regular updates and participation in weekly operations meetings are expected.