Strategic Contact Center Forecasting and Scheduling Analyst

First Roles; Illinois; On-site; USD 70,000 - 90,000; Full time

Job summary

Rural King is seeking a Workforce Management Analyst to optimize our Contact Center operations in Illinois. You will manage scheduling, forecasting, and real-time adjustments to ensure staffing aligns with business needs and service levels.

You will analyze performance data, identify trends, and collaborate with leadership to improve workforce efficiency while maintaining a positive experience for customers and associates.

Responsibilities

• Manage Contact Center scheduling, forecasting, and real-time operations to ensure staffing levels align with business needs.
• Analyze performance data, identify trends, and optimize workforce efficiency.
• Partner with leadership to maintain service levels and support a positive customer and associate experience.

Job description

Rural King is seeking a Workforce Management Analyst to optimize our Contact Center operations in Illinois. You will manage scheduling, forecasting, and real-time adjustments to ensure staffing aligns with business needs and service levels.

You will analyze performance data, identify trends, and collaborate with leadership to improve workforce efficiency while maintaining a positive experience for customers and associates.