CX Business Analyst
Content Conspiracy
SQLTableau
Principal Workforce Management Analyst
Americor
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $100,000 per year
Job Level
Lead
Tech Stack
SQLTableau
About the role
- Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).
- Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs and collaborate with operational leaders to align forecasts with business goals and operational strategies.
- Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets; utilize WFM software to schedule shifts, breaks, and training sessions efficiently.
- Conduct "what-if" analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).
- Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan; proactively manage intraday adjustments to staffing including approving overtime or voluntary time off.
- Communicate effectively with contact center supervisors and managers to address immediate staffing needs and operational challenges.
- Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy; conduct deep-dive analysis to identify root causes and recommend solutions.
- Serve as a subject matter expert for all WFM-related inquiries and initiatives; lead or participate in cross-functional projects to improve operational efficiency and mentor junior WFM analysts.
- Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve capabilities.
Requirements
- Demonstrated expertise in forecasting, scheduling, and real-time management principles.
- Advanced proficiency with WFM software suites, preferably Calabrio
- Exceptional analytical and problem-solving skills, with the ability to work with large datasets.
- Advanced skills in Microsoft Excel (e.g., pivot tables, VLOOKUP, complex formulas).
- Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
- Proven ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Must reside in the US and have authorization to work in the United States as specified by the USCIS Form I-9
- Bachelor’s degree preferred, but not required.
- Minimum 5-7 years of experience in Workforce Management within a high-volume contact center environment.
- Experience with business intelligence tools (e.g., Tableau, Power BI).
- Experience with multi-channel and/or global contact center operations.
- Experience with Five9 Call Center or other automated dialer software preferred.
- Certification in a relevant field (e.g., Six Sigma, Lean) preferred.
- Knowledge of SQL or other database query languages is a plus.
Benefits
- Remote work
- Opportunity to join talent community for future opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
forecastingschedulingreal-time managementdata analysisMicrosoft ExcelSQLbusiness intelligenceWFM softwareCalabrioFive9 Call Center
Soft skills
analytical skillsproblem-solvingcommunication skillspresentation skillsteamworkindependenceadaptabilitymentoring
Certifications
Six SigmaLean
