Workforce Forecasting & Scheduling Analyst

Dev; Louisville (KY); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Louisville, KY, is seeking a Workforce Management Analyst to analyze call volume trends and prepare forecasts. You will develop comprehensive scheduling models to ensure efficient staffing at contact centers, manage indirect reporting relationships, and collaborate with various departments. Candidates should possess a Bachelor's degree, 2 years of relevant experience, and strong analytical skills. This position offers an office environment with a 24-hour service capability.

Qualifications

• Degree in statistics, business, or related field or equivalent experience.
• 2 years of workforce management scheduling and forecasting software experience.
• 2 years of inbound contact center experience.

Responsibilities

• Analyze call volume trends and prepare forecasts.
• Develop forecasting and scheduling models using WM tools.
• Manage indirect reporting relationships with Workforce Supervisors.
• Align call demand with agent supply to meet objectives.

Skills

English proficiency

Microsoft Excel

Data analysis

Problem-solving under pressure

Supervision and motivation

Project management

Decision-making

Education

Bachelor's degree in statistics, business, or related field

Tools

Microsoft Access

SQL

Oracle

Job description

A leading telecommunications company in Louisville, KY, is seeking a Workforce Management Analyst to analyze call volume trends and prepare forecasts. You will develop comprehensive scheduling models to ensure efficient staffing at contact centers, manage indirect reporting relationships, and collaborate with various departments. Candidates should possess a Bachelor's degree, 2 years of relevant experience, and strong analytical skills. This position offers an office environment with a 24-hour service capability.