Workforce Scheduling Analyst II
New
C
CenteneContact center operations
100% remote role eligible to work anywhere in the US.Full-TimeMiddle
Salary27.02 - 48.55 USD per hour
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Job Details
- Experience
- 2 – 4 years of related experience.
- Required Skills
- Data Analysis
Requirements
- Bachelor’s degree, or equivalent experience acquired through applicable knowledge, duties, scope, and skills.
- 2–4 years of related experience.
- Ability to prioritize, make independent decisions, and manage time effectively is preferred.
Responsibilities
- Analyze contact center workload, volumes, trends, productivity, absences, and schedule deviations.
- Develop staffing schedules to align resources with customer demand.
- Evaluate forecasted workload and build resourcing and scheduling plans.
- Analyze centralized and decentralized queue strategies and their effects on performance metrics and staffing plans.
- Review service level, average speed of answer, and staff adherence metrics to identify improvement opportunities.
- Make data-driven recommendations based on contact center performance.
- Assess staff productivity and prepare feedback for supervisory staff.
- Maintain records of staff schedules, time-off requests, and other staffing information.
- Prepare scheduled and ad hoc reports on contact center effectiveness and efficiency.
- Assist in developing workforce management policies and procedures.
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