Workforce Planning Analyst (Virtual)

Carnival; Miami (FL); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in contact center management is seeking a Workforce Planner in Miami. This role involves analyzing staffing needs, monitoring performance metrics, and optimizing scheduling to meet KPIs. Comprehensive health benefits and remote work flexibility are offered, along with opportunities for advancement. Ideal candidates will have experience in workforce management software and strong analytical skills.

Benefits

Comprehensive health benefits

Annual cash bonus program

Generous paid time off

Employee Stock Purchase plan

401(k) with company match

Qualifications

• 1 year of Workforce Planning Experience required.
• 2 years of Contact Center Experience required.
• Strong analytical skills and proficiency in Microsoft Excel.

Responsibilities

• Analyze call volume and staffing needs to ensure KPI coverage.
• Monitor adherence and make scheduling recommendations.
• Generate call count reports for senior leadership.

Skills

Analytical Skills

Microsoft Office

Workforce Management Software

Education

Bachelor's Degree in Human Resources, Business, Organizational Development, or a related field

Tools

Workforce Management software (Alvaria, Aspect, NICE)

Job description

Employer Industry: Contact Center Management

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Comprehensive health benefits, including cost-effective medical, dental, and vision plans
- Annual cash bonus program for non-sales roles
- Generous paid time off, including 14 vacation days for full-time employees at the manager level and above
- Employee Stock Purchase plan and 401(k) with company match
- Work remotely with the flexibility to manage your own schedule

What to Expect (Job Responsibilities):
- Analyze call volume and staffing needs to communicate necessary coverage to ensure KPIs are met
- Monitor real-time adherence and make recommendations based on agent performance metrics
- Manage scheduling and optimization of various activities without impacting service levels
- Generate and present call count reports to senior leadership, detailing variances and missed KPIs
- Maintain and update Workforce Management software, ensuring accurate staffing numbers

What is Required (Qualifications):
- Minimum 1 year of Workforce Planning Experience required
- 2 years of Contact Center Experience required
- Proficiency in Microsoft Office, especially Excel
- Strong analytical skills to manage and report key performance metrics
- Experience with Workforce Management software, preferably Alvaria

How to Stand Out (Preferred Qualifications):
- Bachelor's Degree in Human Resources, Business, Organizational Development, or a related field
- Experience with established WFM tools such as Aspect and/or NICE
- Comfortable working remotely with strong technical skills and time management abilities
- Strong organizational and communication skills

#ContactCenter #WorkforcePlanning #CareerGrowth #RemoteWork #EmployeeBenefits

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