Workforce Business Analyst

About the role

Are you passionate about creating and analyzing reporting data to manage forecast accuracy, identify trends, and develop recommendations to improve Contact Center performance? Our Workforce Management team is growing! The Workforce Business Analyst is responsible for the daily efforts to provide phenomenal customer and employee experience by effectively delivering real-time management and executing optimal schedule placements. This is a remote position open to candidates anywhere in the US. Seattle candidates will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week . This position will have a schedule working Monday - Friday from 9:00 am - 6:00 pm PST. Key Responsibilities Include: Inbox management: Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc. Intraday Management: Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams. This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators Data Analysis: Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management Reporting: Create reports and dashboards to communicate and track key performance indicators related to workforce management Efficiency Analysis: Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives. This may include participating in or leading internal projects while collaborating with cross-functional stakeholders Workforce Optimization: Identify areas of overstaffing or understaffing and provide recommendations for adjustments, maintain attendance tracking tool for Contact Center Technology and Tools: Use specialized software and tools for data analysis, scheduling adjustments, and reporting Stakeholder Communication: Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights