RTA / WFM

Work Arrangement: Hybrid (2-3x/week onsite until further notice)

Responsibilities

• The workforce analyst job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
• It also entails gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction.
• Develop and manage accurate forecasting models to predict workforce needs.
• Create effective work schedules to maximize resource efficiency.
• Monitor real-time call volume and adjust staffing levels as necessary.
• Analyze historical data to improve forecasting accuracy and scheduling strategies.
• Prepare and distribute regular performance reports to management.
• Collaborate with team leaders to address workforce management issues.
• Utilize workforce management software to enhance resource planning.