Workforce Forecasting & Scheduling 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

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.