Workforce Analytics Analyst: Forecasting & Optimization

Remote Jobs; Portland (ME); On-site; USD 70,000 - 90,000; Full time

Job summary

NexRep, a leading provider of dynamic virtual contact center solutions, is seeking an Operations Data Analyst to support Workforce Optimization. You will forecast contact volumes, determine staffing requirements, optimize the workforce, and report on operational performance and productivity.

You will collaborate with Operations and Client Services teams to drive data-driven decisions. The role emphasizes end-to-end analytics, root-cause analyses, and ad-hoc studies to support client needs and

Qualifications

• Bachelor's degree in related field.
• 3+ years in an analytical role.
• Advanced Excel and SQL skills.
• Strong communication and collaboration.

Responsibilities

• Manage end-to-end workforce management for all assigned accounts.
• Generate daily, weekly, monthly, and annual forecasts.
• Review forecast accuracy and minimize variances.
• Report on agent schedule adherence and productivity.
• Attend internal and client meetings to provide insights.

Skills

Analytical thinking

Forecasting

Communication

Education

Bachelor's degree in Business, Economics, Mathematics, Statistics or related field

Tools

Excel

SQL

Job description

NexRep, a leading provider of dynamic virtual contact center solutions, is seeking an Operations Data Analyst to support Workforce Optimization. You will forecast contact volumes, determine staffing requirements, optimize the workforce, and report on operational performance and productivity.

You will collaborate with Operations and Client Services teams to drive data-driven decisions. The role emphasizes end-to-end analytics, root-cause analyses, and ad-hoc studies to support client needs and