Top 260 Workforce Management Analyst Jobs

Onsite Call Center Real-Time Analyst
Qualfon —Casselberry, FL
- $20 an hour
- Full-time
- Background check
- Mid-level
- Microsoft Office
- Health insurance
- Dental insurance
Quick Apply
13d
Workforce Management Realtime Analyst
Teleperformance USA —McAllen, TX
- Word processing
- Mid-level
- Military encouraged
- Health insurance
- Dental insurance
6d
Workforce Management Realtime Analyst
Teleperformance USA —Brownsville, TX
- Word processing
- Mid-level
- Military encouraged
- Health insurance
- Dental insurance
1d
UKG Functional Analyst III
RWJBarnabas Health Corporate Services —Oceanport, NJ
- $110,681 - $156,337 a year
- Day shift
- Hybrid work
- Office
- Bachelor's degree
- Travel
- Paid parental leave
- Paid holidays
Workforce Analyst - San Juan, PR
UnitedHealth Group —San Juan, PR
- Pass drug screening
- English
- SQL
Workforce Analyst
HopeLink Behavioral Health —Oakton, VA
- $60,000 - $65,000 a year
- Full-time
- Remote
- Mid-level
- Administrative experience
- Analysis skills
- 403(b) matching
- Paid holidays
Quick Apply
Workforce Management Analyst I
Moda Health —Portland, OR
- $23.34 - $26.26 an hour
- Overtime
- Hybrid work
- Microsoft Word
- Basic math
- High school diploma or GED
- Paid holidays
- Health insurance
Quick Apply
Planning Analyst, Workforce Management
Whatnot —New York, NY
- $100,000 - $115,000 a year
- Full-time
- Mid-level
- SQL
- 4 years
- Paid parental leave
- Health insurance
Sr. Workforce Management Systems Analyst - Alvaria WFM
Wisemen Multimedia, LLC —Remote
- Full-time
- Remote
- Research
- Finance
- 8 years
Quick Apply
Workforce Management Real-Time Analyst
Emovis US, Inc. —Orlando, FL
- Full-time
- Mid-level
- High school diploma or GED
- Analysis skills
- Flexible schedule
Quick Apply
Workforce Operations Analyst (Contract)
Current —New York, NY
- $50 an hour
- Full-time
- Hybrid work
- Mid-level
- Office
- Communication skills
Quick Apply
6d
Ops Analyst Workforce Management
Dollar Tree —Chesapeake, VA
- $70,000 - $80,000 a year
- Full-time
- System design
- Mid-level
- Office
- Employee stock purchase plan
- Paid holidays
Workforce Management Analyst
Cohere Health —Boston, MA
- $55,000 - $75,000 a year
- Remote
- Computer science
- Computer Science
- Mid-level
- Paid parental leave
- Health savings account
Quick Apply
Analyst Workforce Management Systems
Tyson Foods —Springdale, AR
- Full-time
- Background check
- Mid-level
- 3 years
- Dental insurance
- 401(k)
CES Workforce Management Analyst
AmeriGas Propane, Inc. —Brooklyn Heights, OH
- $75,000 a year
- Hybrid work
- Pass drug screening
- Mid-level
- Residential
- Health savings account
- Paid holidays
Workforce Analyst
AAA Minneapolis —Minneapolis, MN
- $28.85 - $31.25 an hour
- Full-time
- Hybrid work
- Background check
- Microsoft Outlook
- Mid-level
- Work from home
Quick Apply
HRIS Analyst - UKG Workforce Management
Mom's Meals —Ankeny, IA
- $70,000 - $90,000 a year
- Full-time
- Remote
- Computer science
- Microsoft Excel
- Microsoft Access
- Health savings account
- Paid holidays
Quick Apply
Workforce Management Analyst- Patient Access Organization
UCLA Health —Los Angeles, CA
- $33.95 - $69.54 an hour
- Mid-level
- Analysis skills
- SharePoint
Onsite Call Center Real Time Analyst (Workforce Management)
Qualfon —Casselberry, FL
- Full-time
- Mid-level
- Microsoft Office
- In-person
Sr Analyst Workforce Management
Advantage Solutions —St. Louis, MO
- $77,500 - $100,800 a year
- Full-time
- Office
- 8 years
- SQL

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Onsite Call Center Real-Time Analyst

Qualfon -
Casselberry, FL

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Job Details

Full-time
$20 an hour
13 days ago

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance
401(k) matching
Professional development assistance
Volunteer time off
Referral program

Qualifications

Call center experience
Microsoft Office
High school diploma or GED
Schedule management
Statistical analysis
Bachelor's degree
Attention to detail
Data-driven problem-solving
Workforce management
Call center management

Full Job Description

This position will require onsite presence at our facility in Casselberry.

Responsibilities:

1. Communicates any system downtimes to all stakeholders

Escalates any system downtime and tool issues to the Qualfon and Account’s Management
Communicate effectively any information deviating from plan to Operations Team from Account’s Workforce Management
Documents and sends pertinent analytical insight to improve performance

2. Monitor and manage intraday staffing levels for Client’s.

Update the Operations with staffing every interval during the hours of operations that presents opportunities
Managing staff levels through Skill and Organizational requirements
Monitor the actual staffing deviations and recommend OT or VTO adjustments as needed
Provides insight into necessary staffing adjustments to improve future outcomes

3. Monitor real-time ACD agent work state reports

Responsible adjusting and coding agents in non-adhering work states
Monitor and sends the Schedule Adherence performance alert to Operations
Monitor the Client’s approved discretionary activities of the agents work state
Management of auxiliaries activities for any Verint related schedule changes

4. Ensures the Split/Skill assignment of all agents

Runs a split/skill check to cross reference from the existing Skill Plan of the Account management
Accommodate Split/Skill change request to account for real time needs

5. Accommodate and perform requests and assignments as directed

Ability to provide and complete requested assignments on a timely manner
Ensure all provided information requested is correct

Area of expertise (Skills)

College Graduate or have completed at least 3 years of any related courses.
Knowledge on FTE projection and calculation
Keen to details
Ability to interact and relay instructions effectively to all levels of management
Working knowledge on Workforce Management and Operation process
Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
Working knowledge on KPI calculation of the Operation

Competencies:

Data Management

Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes
Update and create reporting to drive better decision making toward target achievement

Keenness to Detail

Ability to pay keen attention to details in a job, situation, report, event, plan, activity, etc., to ensure that information is complete and accurate, and all other aspects are attended to properly and adequately; and to follow up with those involved to ensure that agreements and commitments are fulfilled

Workforce Management

Ability to plan, lead, organize, and control the various Workforce processes such as staffing, projections, scheduling, service level analysis, metrics monitoring, etc., using various tools such as: Avaya, CMS, Verint, IEX, eWFM, Aspect, Impact 360, Basic Erlang B & C Distribution, Queuing Theory, Statistical tools like descriptive analysis, inferential analysis, Capacity utilization analysis

Analytical & Logical Thinking

Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources and identify alternative actions.
Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach
Ability to perform under pressure while maintaining quality and professionalism

Forecasting

Ability to develop models or projections based on the study of past results, relationships, and data, and anticipating future trends/events
Ability to reforecast real-time to adjust strategies based on ongoing tendencies

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Professional development assistance
Referral program
Vision insurance

Education:

High school or equivalent (Required)

Experience:

Call center: 1 year (Required)
Workforce management: 1 year (Required)

Ability to Commute:

Casselberry, FL 32707 (Required)

Work Location: In person

Quick Apply

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