Workforce Scheduler Analyst - Fulltime - Days - Remote

Remote Jobs; Troy (MI); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare services provider in Troy, Michigan is seeking a skilled Call Center Analyst to enhance staffing efficiency. This role involves forecasting call volumes and collaborating with management. The ideal candidate has an associate degree and experience in call center analytics. Join a dynamic environment with opportunities for growth and a commitment to making a positive impact on patient care.

Benefits

Opportunity for career advancement

Supportive collaborative work environment

Chance to make a positive impact

Qualifications

• Minimum of 2 years of experience in call center analytics.
• Knowledge of workforce management applications.
• Familiarity with network environments is a plus.

Responsibilities

• Forecast call volumes accurately for various metrics.
• Create and maintain forecast models for call center.
• Collaborate with management on staffing requirements.

Skills

Analytical skills

Strong computer skills

Proficiency in Microsoft Office

Education

Associate degree in business or related field

Bachelor's Degree in a related field

Tools

Microsoft Access

Microsoft Excel

PowerPoint

Job description

Overview

Employer Industry: Healthcare Services

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Supportive and collaborative work environment
• Chance to make a positive impact on patient care and service levels
• Involvement in data analysis and workforce management, enhancing analytical skills
• Work in a dynamic call center environment with a focus on service excellence

Responsibilities

• Forecast call volumes accurately, including interval, daily, and monthly metrics
• Create, modify, and maintain forecast models to predict call center events
• Ensure schedule integrity by maintaining accurate agent information and tracking absences
• Collaborate with management and internal customers to analyze staffing requirements
• Provide feedback to management regarding scheduling concerns and operational analysis

Qualifications

• Associate degree or 2 years of college in business or a related field
• Minimum of 2 years of experience in call center analytics
• Strong computer skills, particularly in Microsoft Office applications (including MS Access, MS Excel, PowerPoint)
• Excellent analytical and qualitative skills
• Knowledge of workforce management applications and call center business rules

Preferred Qualifications

• Bachelor\'s Degree in a related field
• Experience in workforce management tools
• Familiarity with network environments
• Additional experience in call center operations or analytics

#HealthcareServices #CallCenterAnalytics #WorkforceManagement #CareerOpportunity #DataAnalysis

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