Real-Time Workforce Analytics & Scheduling Analyst

Western Governors University; Salt Lake City (UT); On-site; USD 47,000 - 70,000; Full time

Benefits offered by this job

Bonus eligibility

Medical, dental, vision

Wellbeing program

Tuition discount

Flexible PTO

Job summary

Western Governors University in Salt Lake City is seeking a staffing and workforce management professional who will ensure proper staffing and SLA compliance. You will monitor omni-channel volumes, adjust schedules, and implement contingency plans during peak periods.

This full-time in-office role offers bonuses, comprehensive benefits, tuition discounts, and a wellbeing program along with flexible time off.

Qualifications

• Bachelor’s degree in a related area.
• Two years of experience in contact center auditing, schedule planning, and calibration.
• Travel up to 20%.

Responsibilities

• Ensure proper staffing and time allocation to meet SLA goals.
• Monitor omni-channel volumes and distribute staff across hours.
• Develop contingency plans for high activity periods.
• Assist in scheduling, staffing, and process improvements using analytics.
• Provide real-time updates to stakeholders.

Skills

Analytical skills

Strong communication

Independent work

Team collaboration

Adaptability

Education

Bachelor's degree in related field

Tools

Salesforce

Genesys Cloud

ServiceNow

Microsoft 365

Job description

Western Governors University in Salt Lake City is seeking a staffing and workforce management professional who will ensure proper staffing and SLA compliance. You will monitor omni-channel volumes, adjust schedules, and implement contingency plans during peak periods.

This full-time in-office role offers bonuses, comprehensive benefits, tuition discounts, and a wellbeing program along with flexible time off.