Workforce Management Analyst

This is an onsite position to work from our headquarters office in Doral, Fl. 

JOB SUMMARY

The Workforce Analyst is responsible for optimizing the efficiency and effectiveness of call center operations through strategic workforce management. This role ensures that the right number of agents are scheduled and available at the right times to meet customer demand. The Workforce Analyst oversees forecasting, scheduling, and intraday performance management, centralizing these functions to enhance operational efficiency, improve customer service, and minimize costs. The Analyst will analyze data to identify trends and develop actionable insights to drive continuous improvement in call center performance.

DUTIES & RESPONSIBILITIES

The Workforce Analyst job description is intended to point out major responsibilities within the role, but it is not limited to these items.

• Develop and maintain accurate forecasting models to predict call volumes and customer demand, ensuring optimal staffing levels.
• Create and implement workforce plans that align with business goals and customer service objectives, adjusting forecasts as needed based on call center performance metrics.
• Oversee and manage agent schedules, balancing operational needs with employee preferences to ensure coverage during peak times and efficient resource use during low-demand periods.
• Monitor real-time call center performance and quickly respond to intraday issues by adjusting staffing, breaks, and other factors to maintain adherence to schedules and service level agreements (SLAs).
• Utilize workforce management tools and software to track, analyze, and report on key performance indicators (KPIs), including forecast accuracy and schedule adherence.
• Analyze workforce data to identify trends, inefficiencies, and opportunities for process improvement, using data-driven insights to optimize workforce management practices.
• Implement strategies to minimize operational costs while maintaining high levels of customer service, including optimizing scheduling to control labor costs and reduce overtime.
• Identify and implement cost-saving initiatives without compromising service quality, continuously seeking opportunities for improvement.
• Collaborate closely with call center leadership, team leads, and other departments to align workforce management strategies with overall business objectives and communicate updates effectively.
• Provide training and guidance to team leaders and agents on workforce management practices and tools, fostering a culture of continuous learning and improvement.

EDUCATION AND PROFESSIONAL EXPERIENCE

• Bachelor’s degree in business administration, Operations Management, Data Analytics, or a related field required; Master’s degree preferred.
• Minimum of 5 years of experience in workforce management, data analytics, or a similar role in a call center or customer service environment.
• Proven experience in forecasting, scheduling, and intraday performance management, with a strong understanding of call center dynamics.
• Proficiency in workforce management tools and software, such as NICE, Verint, or Aspect.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Bilingual in English and Spanish is preferred.

PROFESSIONAL COMPETENCIES

• Excellent problem-solving and decision-making abilities, with a focus on operational efficiency and cost optimization.
• Strong leadership and communication skills, capable of managing cross-functional teams and influencing stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and adapt to changing business needs and priorities.
• Proficiency in data analysis and reporting, with a keen attention to detail and accuracy.
• Strong organizational and time management skills, with the ability to manage multiple tasks and projects simultaneously.  

WORK ENVIRONMENT

The majority of work responsibilities are performed in an on-site setting, carrying out detailed work sitting at a desk/table and working on the computer.