Contact Center Workforce Analyst

Do you thrive in a fast-paced environment where your quick decisions and sharp analysis directly impact member experience? Join our team as a Contact Center Workforce Analyst and become the heartbeat of our contact center operations.

As the central command for intraday performance, you’ll monitor live conditions, adjust staffing, and communicate critical updates to ensure our members receive timely, exceptional service across phone, chat, and digital channels. This is the perfect opportunity for someone with strong analytical skills, a keen eye for detail, and the ability to stay cool under pressure.

What You’ll Do

• Optimize Service Levels: Monitor real-time call, chat, and email queues to keep service levels, ASA, and occupancy goals on track.

• Manage Intraday Staffing: Adjust schedules, breaks, or queue assignments to respond quickly to spikes in volume or staffing gaps.

• Track Adherence: Ensure team members are following schedules and escalate significant deviations as needed.

• Analyze Trends: Review intraday data, publish dashboards and hourly reports, and recommend adjustments to forecasts or staffing plans.

• Collaborate & Communicate: Act as the bridge between workforce planning, operations, and leadership during the day.

• Incident Response: Be the first line of response during outages, spikes, or system issues by activating protocols and supporting recovery efforts.

What We’re Looking For

• Education & Experience:

  • Associate or Bachelor’s degree in Business, Finance, Operations, or related field preferred.

  • 2+ years of contact center experience, ideally in workforce management or operations support.

  • Experience with workforce management platforms such as NICE, Verint, or Calabrio.

• Technical Skills:

  • Strong Excel and reporting skills.

  • Familiarity with telephony systems (e.g., Five9, Genesys, Avaya).

  • Solid understanding of ACD metrics, service levels, and staffing models.

• Soft Skills:

  • Excellent communication and stakeholder management.

  • Analytical mindset with attention to detail.

  • Ability to multitask in a high-pressure environment.

  • Adaptability when conditions shift.

Why Join Us?

• Hybrid or remote work flexibility (based on business needs).

• Opportunity to make a direct impact on member experience every single day.

• Work in a collaborative environment where your insights are valued.

• Professional growth in workforce planning and contact center operations.

Key Success Measures

• % of intervals meeting service level targets

• Schedule adherence accuracy

• Speed of response to intraday changes

• Clear, timely communication during escalations

• Accuracy and integrity of real-time reporting

?? Ready to play a critical role in keeping our contact center running at its best? Apply today and help us deliver the service excellence our members deserve!