WFM Scheduling Analyst II: Forecast & Optimize Contact Center

TP; Malad City (ID); On-site; USD 55,000 - 85,000; Full time

Job summary

TP in Malad City, Idaho seeks a quantitative contact center analyst to analyze trends in call volume and patterns, assess staff productivity, attrition, and resource allocation. You will forecast call arrivals and build staffing and scheduling plans to align with business unit goals.

The role may include recommending operational improvements and leading scheduling initiatives, with independent work and professional expertise guiding outcomes.

Qualifications

• Analyzes contact center trends including call volume, patterns, staff productivity, attrition, and resource allocation.

Responsibilities

• Forecasts call arrivals and builds staffing and scheduling plans to meet business unit goals.
• May recommend operational improvements and execute short- to mid-term projects within the team.

Job description

TP in Malad City, Idaho seeks a quantitative contact center analyst to analyze trends in call volume and patterns, assess staff productivity, attrition, and resource allocation. You will forecast call arrivals and build staffing and scheduling plans to align with business unit goals.

The role may include recommending operational improvements and leading scheduling initiatives, with independent work and professional expertise guiding outcomes.