Job Description
As a Customer Operations Workforce Analyst, you will play a critical role in driving operational efficiency and customer satisfaction by forecasting workforce needs, managing real-time staffing, and optimizing scheduling. Your expertise in data analysis and workforce management tools will directly influence the effectiveness and responsiveness of our customer operations team.
This is a Globally Remote position – candidates across the world are welcome!
Profile Must Haves
3+ years of experience working in a contact center environment.
2+ years of direct experience in a Workforce Management role.
Exceptional mathematical skills with proven comfort in navigating complex and messy data.
High proficiency in Excel and Google Sheets, with experience creating reports and automations.
Outstanding attention to detail, ensuring accuracy and completeness in all tasks.
Strong expertise in forecasting, understanding deviations, and applying best practices for managing workforce operations.
Advanced problem-solving skills, proactively gathering relevant data, performing root cause analysis, and making well-informed, strategic decisions
Preferred Role Experience:
Workforce Analyst
Forecaster
Capacity Planner Roles
