Remote Workforce Planner: Forecast & Scheduling Analyst II

System One; Baltimore (MD); On-site; USD 43,983,324 - 62,642,916; Full time

Benefits offered by this job

Health and welfare benefits

Participation in a 401(k) plan

Job summary

System One is seeking a Workforce Management Analyst to support its Customer Service Center based remotely. This role involves forecasting call volumes, planning staffing levels, and ensuring service objectives are met. The ideal candidate will have at least 3 years of experience in call center operations and strong analytical skills.

Candidates must possess advanced Microsoft Excel skills and have knowledge of workforce management concepts. This position offers various health benefits and a 401(k) plan.

Qualifications

• 3+ years of experience in service center operations or scheduling/forecasting within a call center environment.
• Strong analytical skills with the ability to provide actionable recommendations.
• Experience in forecasting, scheduling, and capacity planning.

Responsibilities

• Forecast call volume and staffing/resource needs.
• Develop staffing plans and scheduling recommendations to meet service objectives.
• Maintain data integrity and generate weekly performance schedules.

Skills

Advanced Microsoft Excel

Analytical/problem-solving skills

Workforce Management knowledge

Strong communication skills

Education

Bachelor’s degree or equivalent experience

Tools

Genesys Cloud

NICE IEX/CXone

Job description

System One is seeking a Workforce Management Analyst to support its Customer Service Center based remotely. This role involves forecasting call volumes, planning staffing levels, and ensuring service objectives are met. The ideal candidate will have at least 3 years of experience in call center operations and strong analytical skills.

Candidates must possess advanced Microsoft Excel skills and have knowledge of workforce management concepts. This position offers various health benefits and a 401(k) plan.