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Workforce Management Analyst - REMOTE
This job is now closed
Job Description
- Req#: JR169336
Employer Industry: Insurance and Financial Services
Why consider this job opportunity:
- Salary up to $72,600
- Bonus eligible position
- Comprehensive benefits package including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid parental leave and corporate holidays
- Hybrid work model with flexibility to work remotely while living within a 60-mile radius of the corporate office
What to Expect (Job Responsibilities):
- Create and manage agent schedules while optimizing for real-time changes and service level targets
- Provide rolling 6-month forecasts and analyze real-time patterns for operational efficiency
- Conduct root cause analysis to address service deficiencies related to volume, handling time, and staffing
- Document and maintain all Workforce Management and Contact Center software processes and procedures
- Create high-level performance dashboards for the contact center to support decision-making
What is Required (Qualifications):
- Associate's degree or four years of relevant experience as equivalent
- One year of data analysis or workforce planning experience
- Advanced Microsoft Excel skills (macros, VLOOKUPs, pivot tables, etc.)
- Strong technical skills in Excel, Access, Word, and PowerPoint
- Willingness to work during central or eastern time zone business hours
How to Stand Out (Preferred Qualifications):
- Analytical experience within a Customer Service Environment using tools like Avaya, CMS, IEX, NICE/Envision, IVR
- Experience with Access, Business Objects, Tableau, and Power BI
#Insurance #DataAnalysis #WorkforceManagement #CareerOpportunity #HybridWork
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