Workforce Analyst

TEKsystems
$25.00 - $30.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Iowa, Des Moines
Dec 21, 2024
Description The Workforce Analyst has a critical role ensuring the efficiency and effectiveness of the contact center. This position is responsible for forecasting, scheduling, and real-time management of staffing to meet service levels and optimize customer experience. The ideal candidate will have strong analytical skills, excellent communication abilities, and experience with workforce management (WFM) tools and methodologies. Scheduling Create and manage agent schedules, ensuring adequate coverage across all shifts and channels. Plan for peak periods, holidays, and special events that may impact staffing requirements. Coordinate time-off requests, training sessions, and other off-phone activities while maintaining operational efficiency. Real-Time Management Monitor real-time performance metrics such as service levels, queue times, and adherence. Make intra-day adjustments to agent schedules to address unexpected call volume changes or staffing issues. Communicate with team leaders and supervisors to implement immediate solutions for service level breaches. Analysis and Reporting Generate and distribute reports on key performance indicators (KPIs), such as occupancy, adherence, and service levels. Identify trends and recommend strategies to improve efficiency and customer satisfaction. Process Improvement Evaluate current workforce management processes and tools, identifying opportunities for improvement. Partner with technology teams to implement and optimize WFM software and tools. Develop and document standard operating procedures for workforce management practices. Skills* Business analysis, Project coordination, Management skills, Forecasting Additional Skills & Qualifications Exceptional problem-solving and critical-thinking abilities. Excellent verbal and written communication skills. Ability to work collaboratively with cross-functional teams. Strong organizational skills and attention to detail. Proficiency with workforce management software (e.g., NICE CXone, Verint, Genesys, etc.). Strong command of Microsoft Excel and data visualization tools (e.g., Tableau, Power BI). Familiarity with contact center metrics and reporting tools. Experience Level Entry Level Pay and Benefits The pay range for this position is $25.00 - $30.00 * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position will be accepting applications until Jan 2, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.