Remote Workforce Management Analyst

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Requirements:

• At least 1-2 years experience in Workforce Planning and Administration in a Sales or Customer Services American company.
• Remote full-time availability for a 09-hour shift (Mon-Fri in Eastern Time).
• Bring Your Own Device: Must have a computer meeting requirements.
• Excellent communication (written & verbal English), organizational, and interpersonal skills.
• Ability to work independently with short deadlines and in an ambiguous environment.
• Proficiency with Microsoft 365, including Word, Outlook, and Excel.
• Experience working from home.
• Experience managing a team is a plus.

Responsibilities:

• Analyze historical data and business trends to forecast workforce needs.
• Develop and maintain workforce planning models and tools for resource allocation.
• Collaborate with department heads to align staffing levels.
• Design effective scheduling processes to ensure optimal resource utilization.
• Optimize schedules to minimize overtime and employee fatigue while maintaining service levels.
• Oversee time and attendance systems to identify trends and ensure compliance.
• Monitor agents' productivity and analyze workforce data for improvement opportunities.