Real-Time Contact Center Workforce Analyst

Socket.dev

Massachusetts

On-site

USD 60,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Medical, Dental and Vision

Fitness Reimbursement

401(k) & Bonuses

Paid Time Off

Educational Assistance

Employee Assistance Program

Job summary

HPI is seeking a Workforce Analyst to monitor and optimize our real-time contact center operations in Massachusetts. You will track call and email traffic, manage staff schedules, and allocate resources to meet service levels and performance goals.

You’ll develop workforce and performance reports, forecast staffing needs, and provide data-driven insights to improve efficiency and customer experience. Strong Excel skills and experience with contact center tech are essential.

Qualifications

Associate’s degree or equivalent work experience.
Minimum of two years’ experience in a contact center supporting workforce management.
Experience with forecasting, scheduling and real-time intraday adjustments is preferred.

Responsibilities

Monitor and optimize real-time contact center operations to meet service levels.
Develop, analyze and maintain workforce and performance reports.
Forecast staffing needs and adjust schedules based on workload and skills.
Collaborate with Supervisors and Management to review trends and outcomes.
Create and maintain call volume forecasts and staffing models.