Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc.
Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams.
This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators.
Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management.
Create reports and dashboards to communicate and track key performance indicators related to workforce management.
Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives.
Identify areas of overstaffing or understaffing and provide recommendations for adjustments.
Maintain attendance tracking tool for Contact Center Technology and Tools.
Use specialized software and tools for data analysis, scheduling adjustments, and reporting.
Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights.

1 year of experience in workforce analytics or a related role is preferred
Familiarity with call center metrics and best practices
Strong analytical and data interpretation skills
Knowledge of labor laws and regulations
Excellent communication and presentation skills
Ability to work collaboratively and influence decision-making
Detail-oriented with strong problem-solving skills
Ability to work in a fast-paced, dynamic call center environment and have the ability to quickly pivot priorities as needed based on business needs
Proficient in Nice/inContact CXOne and Calabrio Workforce Management tools and/or Contact Center related technology systems (Calabrio, Verint, Aspect, etc.) is highly desired
Proficiency in data analytics software (e.g., Excel, Tableau, etc.) is preferred. Intermediate-to-advanced skills in Microsoft Excel is preferred.

Full medical, dental, and vision benefits at no cost to the employee
Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
Five-week sabbatical after five years of employment
Open, casual, pet-friendly, and fun office environment
Free medical health insurance for your pet (1 dog or cat)
Paid time off to volunteer at nonprofit organizations
Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

Workforce Business Analyst

Key skills