Senior Business Analyst tackling major company challenges with analytics. Collaborating with professionals to develop strategies that impact the company's bottom line.
NN
Hybrid Workforce Management Analyst
Posted 10 hours ago
About the role
- Workforce Management Analyst optimizing staffing, scheduling, and real-time performance at PacificSource. Analyzing data trends to ensure operational efficiency and customer satisfaction.
Responsibilities
- Optimize staffing, scheduling, and real-time contact center performance to meet service level and efficiency
- Analyze historical trends to develop short- and long-term forecasts across all channels
- Create and manage agent schedules (shifts, breaks, lunches, training, meetings, time-off)
- Monitor real-time volume, queue health, service levels, agent states, and schedule adherence
- Automate forecasting, scheduling and reporting processes using Excel, SQL, or VBA
- Execute intraday schedule adjustments and modify staffing, routing, skilling or workload distribution to match demand
- Identify, escalate, and resolve intraday risks, system issues, anomalies, or outages in partnership with IT/Telecom teams
- Produce daily, weekly, and monthly KPI reporting and deliver intraday updates on volume, adherence, absenteeism, and arrival patterns
- Conduct root cause analysis for forecast variances and performance deviations
- Present actionable insights and recommendations to leadership to improve operational efficiency and customer experience
- Serve as the central communication point for intraday updates, staffing risks, system issues, and queue performance
- Partner with Operations, HR, Quality, Training, IT, and WFM teams to resolve issues impacting service levels and customer experience.
Requirements
- Minimum of 2 years of real-time workforce management experience in a multi-channel contact center (voice, chat, text)
- Hands-on experience with WFM/ACD platforms such as Five9, NICE, Genesys, Calabrio, or similar systems
- Experience identifying performance risks proactively and taking corrective action to maintain service level targets required
- High school diploma or equivalent required
- Bachelor’s degree in business administration, Statistics, Mathematics, Healthcare Operations, or related field preferred
- Strong understanding of contact center KPIs (AHT, ASA, service level, shrinkage, adherence, occupancy, call arrival patterns) and their application in real-time decision making
- Knowledge of Workforce Management disciplines including forecasting, scheduling, intraday management, and multi-skill/multi-channel operations
- Proficiency with WFM/ACD platforms (e.g., Five9, NICE, Genesys, Calabrio), call routing concepts, and general call center technologies
- Skill in data analysis and visualization, with familiarity using BI tools such as Power BI or Tableau for real-time reporting
- Strong technical proficiency with Microsoft Excel, Access, SQL, and other analytical tools.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Senior Business Analyst at Capital One applying analytics for pricing and portfolio management. Collaborating with teams to enhance product offerings and credit performance over a digital channel.
Business Analyst enhancing Global Complaints Management System at AIG by ensuring platform stability. Leading data design strategies and collaborating with business leaders for optimal performance.
Business Analyst I role at BlueCross BlueShield of South Carolina assisting in business process analyses and system testing. Requires Bachelor's degree and job - related experience.
Engineer developing advanced solutions for process systems in various industries like chemistry and petrochemicals. Leading technical teams and optimizing operational procedures in Brazil's industrial landscape.
Business Analyst in der Versicherungsbranche analysiert detailliert Geschäftsanforderungen und identifiziert Optimierungspotenziale. Entwickelt maßgeschneiderte Lösungen im Bereich Business Process Management (BPM).
Business Analyst driving business results through technology within an agile team at Northwestern Mutual. Collaborating cross - functionally to influence outcomes and articulate recommendations based on analytics.
Business Analyst advising banks and financial institutions on custom software solutions. Collaborating with stakeholders to define requirements and lead workshops in a hybrid role.
Business Analyst responsible for Power BI dashboard development at Sunshine Enterprise USA. Collaborating with stakeholders for data - driven decision - making and reporting solutions.
Business Solutions Analyst improving financial services for the University of Alberta. Collaborating with finance teams to optimize systems and enhance service delivery in financial operations.