Workforce Management Analyst - Remote / Telecommute

Job Title: Workforce Management Analyst - Remote / Telecommute

Job Location: Reston, VA

Job Type: Contract

Pay Range: $26.30hr - $31.30hr

Job Overview:

The purpose of this role is to monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met. The candidate will work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels. The successful candidate will provide regular reports to management on workload and workforce and make recommendations for new or updated service center technology and process improvements to reduce costs.

Essential Functions:

• Analyzes intraday and historical performance to respond and plan appropriately in order to achieve operational service goals.
• Identifies call volume trends and averages on an intraday, weekly, and monthly basis.
• Monitors and responds to queue activity and service levels.
• Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
• Communicates necessary adjustments to staffing based on changing and dynamic forecasts.
• Collaborates with internal customers, including other teams, departments, and customer experience center staff, to identify opportunities for improvement to achieve service goals.

Qualifications:

To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Level:

• Bachelor s Degree.

Experience:

• 1 year in a Scheduling, Forecasting, or Traffic environment.

In Lieu of Education:

In lieu of a Bachelor s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Knowledge, Skills and Abilities (KSAs):

• Strong verbal and written communication skills.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Proficient in Microsoft Office applications.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities