Overview
Voicent is looking for an experienced workforce analyst to streamline its customer service operations. The workforce analyst will be responsible for analyzing call volume and service request patterns and design schedules, forecasts, and resource allocations accordingly. This includes maximizing utilization of headcount to meet or exceed service level targets. The workforce analyst will work closely with senior managers to provide scheduling performance and trends and recommend adjustments as needed. The ideal candidate will have experience with contact center Technologies in a workforce or queue management role.

Key Responsibilities

• Analyze call volume patterns and overall service requests that may come in via other channels such as email and from the web
• Design, generate, and coordinate schedules and forecasts
• Maximize headcount utilization to meet or exceed service level requirements
• Provide feedback to management team using performance and trending analysis
• And other duties as assigned by management

Required Skills and Experience

• Bachelor’s degree or higher from a reputable institution or the equivalent in relevant work experience
• Three or more years of relevant work experience in a contact center related role such as: workforce analyst or queue manager.
• Strong knowledge of contact center software applications and reporting tools including Microsoft Excel.
• Strong background in NICE IEX WFM toolset preferred
• Must be an independent self-starter possessing excellent time management skills
• Willing to work a night shift schedule
• Excellent verbal and written communication skills (English)
• Strong analytical and problem solving skills
• Ability to operate with minimal guidance; must be able exercise sound judgment and decision making in challenging situations
• Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
• Positive, can do attitude and willingness to jump in and help wherever needed