Workforce Data Analyst

Global Channel Managementinc; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

Global Channel Managementinc is seeking a Workforce Data Analyst to optimize staffing and scheduling for our call center, leveraging forecasting and real-time analysis. You will maintain shift plans to meet service levels and partner with IT to resolve system issues.

Candidate should have 2+ years in analytical roles, with call center experience and the ability to manage multiple deadlines. SAP knowledge is a plus for this role.

Qualifications

• 2+ years of experience in an analytical role (e.g. business or sales analyst).
• Experience in workforce management or real-time analysis in a call center.
• SAP experience is a plus.

Responsibilities

• Builds and maintains shift schedules to meet forecast and service level requirements.
• Monitors staffing levels and takes real-time or short-term corrective actions (overtime, cross-skill support, shift changes).
• Maintains reports for service level performance to senior leadership.
• Ensure operating systems and CRM are running efficiently and escalate IT issues as needed.
• Collaborate with IT to monitor daily operations and implement enhancements.

Skills

Analytical thinking

Forecasting

Time management

Real-time analysis

Prioritization

Tools

SAP

Job description

About the job Workforce Data Analyst

Workforce Analyst needs 2+ years of experience in an analytical role (e.g. business or sales analyst)

Workforce Analyst requires:

Previous workforce management or real time analysis experience in a call center.

2 days a week Wednesday and Thursday in office

Excellent planning and time management skills with the ability to deal with multiple demands on time

Ability to create contact forecasting models.

Ability to pivot priorities

Working on tight deadlines

SAP is a plus

Excellent planning and time management skills with the ability to deal with multiple demands on time

Workforce Analyst duties:

Builds, coordinates, and accurately maintains shift schedules ensuring that shifts are optimally planned to meet forecast and service level requirements.

Monitors staffing levels against plan and takes the relevant real-time or short-term corrective actions as required like overtime, cross skill support, voluntary time off, shift changes and more to improve service levels.

Maintain reports to be used in reporting on service level performance to senior leadership.

Ensure that phone operating system, is running efficiently on a daily

Escalate system issues to IT shared service team

Ensure that CRM system is running efficiently

Monitor daily and partner with IT to escal any issues or enhancements