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Title: Workforce Management Analyst
Location: Fully Remote
This is a part time position, 20 hours per week, and fully remote.
-The manager will be somewhat flexible on scheduling but please plan on 4 hours per day, 5 days a week.
Job Description:
The Impact You Will Have
This role supports call center operational teams by proactively responding to realtime events and delivering accurate, timely reporting related to production, staffing, inventories, and performance. The position supports both scheduled and ad hoc reporting needs and applies prior workforce management experience and judgment to plan, prioritize, and complete assigned deliverables with limited daytoday direction.
As the organization transitions to the IEX Workforce Management platform, this role will also contribute to a currentstate assessment of call center workforce processes, reporting, and tools, helping identify optimization opportunities and transition considerations based on prior workforce management (WFM) platform experience.
Your Responsibilities
- Manage daily time tracking reports (i.e. employee production time), review necessary changes, and report to leadership on trends or issues.
- Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk.
- Interact with operations leadership and employees to ensure both business and employee needs are balanced.
- Proactively recognize opportunities for efficiency gains and process optimization throughout operations and recommend solutions.
- Assist in the creation of demand forecasts and capacity models to ensure staffing levels meet workload demands.
- Support all areas of the incumbent Workforce team with ongoing projects and ad hoc requests to ensure departmental goals and initiatives are achieved and maintained.
- Act as a workforce management subject matter resource, supporting reporting, documentation, and knowledge sharing related to WFM tools and processes.
- Participate in a currentstate workforce management assessment and support the transition to IEX Workforce Management, leveraging prior experience with IEX and/or AWS or Avaya platforms.
Required Skills and Experience
- 5+ years of workforce management experience in call-center setting, including reporting and analytics
- Previous experience with IEX Workforce Management or similar workforce management platforms (AWS or Avaya)
- Demonstrated proficiency in advanced Microsoft Excel and Microsoft Access (VB and SQL skills a plus).
- Demonstrated understanding of call center operations and workforce management practices, including intraday management, staffing, and performance reporting.
- Strong written and verbal communication skills for collaboration with operational and business partners.
- Analytical and problemsolving skills with the ability to quickly identify trends, issues, and potential solutions.
- Flexibility to adapt in a dynamic call center environment while maintaining a professional, collaborative approach.
- Demonstrated conflictmanagement and stakeholderengagement skills.
- High school diploma (or equivalent) and legal authorization to work in the U.S.
Preferred Skills and Experience
- Prior experience supporting or implementing workforce management platforms, particularly IEX and/or AWS.
- Experience participating in WFM process assessments, system transitions, or optimization efforts.
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