Workforce Management Analyst

Job description

Our Workforce Operations team plays a vital role in ensuring our call center runs smoothly and efficiently every day. We’re expanding our team and looking for skilled call center professionals with experience in workforce functions such as scheduling, metric reporting, and optimizing efficiency while maintaining exceptional customer experience. In this role, you will make real-time operational decisions that support our service goals and keep our teams running at their best. You’ll partner closely with call center leaders, communicate clearly and confidently, and consistently deliver a positive, memorable experience to your internal customers. What's in it for you: Competitive hourly wage with discounted services and PerkSpot benefits Day one benefits: Medical, dental, vision, 401K and more Generous paid time-off plus ten additional paid holidays Free on-site gym membership and a discounted cafeteria Continuous training that sets you up for success—and advancement An amazing culture that values growth, teamwork, and integrity What you will be doing: Monitor real-time activities and make intraday adjustments to maximize call center performance and achieve desired metrics such as ser...