Remote Contact Center Workforce Analyst

Visa Hunt; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

Visa Hunt is seeking a seasoned Workforce Management professional to support our Contact Center and related teams. You will balance real-time inbound and outbound activity, develop forecasts, and ensure service levels while optimizing staffing and resources across sites.

This remote role requires strong data analysis, collaboration with IT and operations, and the ability to translate trends into actionable staffing plans, performance metrics, and process improvements for the organization.

Qualifications

• High School Diploma or Equivalent (GED) - Required
• Minimum of 7 years - Relevant experience (Required)
• Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years)

Responsibilities

• Monitors real-time call and non-call performance and activity to ensure service levels are met.
• Alerts management to discrepancies or real-time changes in service levels.
• Establishes and maintains communications channels regarding events that impact call volume.
• Provides consultation on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions and provides coaching/training on resource planning policies and procedures.
• Investigates, analyzes, and compiles data, and develops reports to integrate, extract, and present data in the desired format.
• Performs trend analyses, projections, and graphical presentations of pertinent results when appropriate.
• Ensures accuracy and validity of data used in all reports and analyses.
• Identifies, creates and provides reports and analysis to PCC leadership to assist in making informed business decisions and drive awareness and accountability for key factors impacting service performance.
• Creates strategic recommendations to improve productivity while balancing service levels and costs.
• Develops and maintains call flows for applicable inbound phone lines, recommends message of the day and/or hold/queue messaging updates based on trends or planned/unplanned events.
• Works collaboratively with the IT and Telecom teams on all call routing; this includes any setup associated with all new plans, changes to existing routing, trouble shooting, and testing.
• Conducts regular audits of agents, their shifts, skills/attribute assignments, and vacation groups/times.
• Maintains the WFM tools/platform utilized for forecasting and scheduling.
• Coordinates with vendor workforce management to balance contact volumes and staffing needs.
• Maintains events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
• Develops and maintains appropriate documentation and/or procedure manuals as needed.
• Troubleshoots call routing/delivery issues and anomalies acting as first level support before engaging Telecom and Network Support.
• Develops and maintains disaster contingency plans and implements as needed.
• Works with vendor/internal Voice Systems and IT teams to ensure that all queues can be routed to alternate sites as needed and that plans are in place for system outages or down time.
• Coordinates testing plans at least annually.
• Identifies/confirms system issues/outages and assesses impact, implements contingencies, gathers data for trouble shooting, engages the appropriate IT personnel, and communicates updates to leadership.
• Once resolved assists with obtaining root cause analysis.

Education

High School Diploma or Equivalent

Job description

Visa Hunt is seeking a seasoned Workforce Management professional to support our Contact Center and related teams. You will balance real-time inbound and outbound activity, develop forecasts, and ensure service levels while optimizing staffing and resources across sites.

This remote role requires strong data analysis, collaboration with IT and operations, and the ability to translate trends into actionable staffing plans, performance metrics, and process improvements for the organization.