Workforce Analyst

OutPLEX

Santo Domingo
Permanente
Tiempo completo

Hace 1 mes

OutPLEX is recognized as one of the leading call centers and customer contact organizations for superior quality, professionalism and results. Our success can be attributed to one thing – outstanding agents who provide superior services and products to our customers. OutPLEX is a top Teleservices contact center that supports recognized brands with Teleservices and Live Chat.We are seeking a Workforce Analyst to scrutinize data and predict production needs, ensure schedule coverage by live-monitoring adherence, generate reports, and help with the continuous improvement of the overall department performance.Key Responsibilities:

Analyze historical data and trends to accurately predict call volumes, staffing needs, and resource allocation.
Develop and maintain employee schedules to ensure adequate coverage and productivity.
Monitor real-time adherence to schedules and make necessary adjustments to optimize staffing levels.
Collaborate with department leadership to identify staffing needs and resolve scheduling conflicts.
Generate reports and dashboards using Excel and Power Query to provide insights into workforce performance.
Continuously improve workforce management processes and strategies to enhance overall performance.
Stay informed about industry best practices and trends in workforce management to drive continuous improvement.

Candidate Profile/Requirements:

Minimum of 6 months of experience in workforce management within a call center environment.
Proficient in Excel and Power Query for data analysis and manipulation.
Strong analytical and problem-solving skills with the ability to interpret data and trends.
Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively.
Self-motivated and adaptable with the ability to excel in a remote work environment.
Bachelor’s degree in business administration, Statistics, Data Science, or related field preferred but not required.

OutPLEX

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