SUMMARY OF POSITION

The Call Center Workforce Operations Analyst plays a key role in ensuring the efficiency and effectiveness of our customer contact operations. This position is responsible for forecasting, scheduling, reporting, and analyzing workforce performance to optimize staffing, workflows, and service levels. You will provide actionable insights, support technology platforms, and implement best practices to help the call center meet business objectives and regulatory requirements. This position requires someone who is data-driven, adaptable, and passionate about improving processes in a fast-paced, customer-focused environment. Your work will directly impact customer experience, operational success, and compliance with regulatory standards.

REQUIRED QUALIFICATIONS:

· 3+ years of call center or customer service experience.
· 2+ years of workforce management and/or dialer administration experience.
· Associate’s Degree required.
· Proficiency in Microsoft Excel (formulas, pivot tables, and advanced functions).
· Strong analytical and problem-solving skills.
· Excellent verbal and written communication skills

PREFERRED QUALIFICATIONS:

· Bachelor’s Degree.
· Experience with Five9, Calabrio, or other WFO/dialer platforms.
· Experience with data visualization and BI tools (Domo, Power BI).
· SQL experience for data extraction and reporting.
· Understanding of workforce planning, forecasting, and real-time adherence principles.
· Technology support or system administration experience.
· Certifications in workforce management (e.g., SWPP, ICMI).

SKILLS AND ATTRIBUTES

· Data-driven decision-making and attention to detail.
· Ability to prioritize multiple tasks in a fast-paced environment.
· Collaborative mindset and strong interpersonal skills.
· Comfortable working across different shifts as required.