Workforce Analyst & Agent Scheduling Specialist

Related keywords: call center remote jobremote job data analystanalyst remote job

Overview

The Workforce Analyst & Agent Scheduling Specialist position is offered by Leading Edge Connections (LEC), a well-known provider of outsourced contact center solutions. This remote, contract role will form part of LEC's rapidly growing Workforce Management team, which is integral to keeping operations running smoothly and efficiently. The company specializes in creating high-performance teams dedicated to delivering outstanding customer experiences.

Role and Responsibilities

As a Workforce Management Specialist, your primary responsibility will be to guarantee optimal staffing and scheduling for the operational team every day. The key duties include:

• Monitoring daily staffing, attendance, and performance metrics to ensure the operational requirements are met.

• Making real-time schedule adjustments to address callouts, fluctuations in call volume, or unexpected changes in operations.

• Communicating any coverage gaps, attendance discrepancies, and schedule impacts to both the Operations and Team Leads effectively.

• Accurately tracking paid time off (PTO), callouts, and any attendance patterns that may arise, ensuring integrity in reporting.

• Analyzing volume trends and identifying any anomalies that may present risks, sharing these insights with leadership.

• Preparing detailed daily, weekly, and monthly reports that cover staffing levels, attendance, productivity, and forecasting.

• Collaborating with various departments, such as Training, Operations, and Quality, to align staffing needs with business requirements.

• Maintaining organized documentation and workflow tools essential for effective Workforce Management.

• Building strong relationships with clients when necessary to adjust schedules based on volume expectations.

• Supporting Operational effectiveness by analyzing adherence metrics, productivity trends, and identifying staffing gaps.

• Contributing to the enhancement of schedule templates, staffing models, and craft rotation plans that will be beneficial in the long run.

• Upholding professionalism, especially when handling sensitive data regarding attendance and employee performance.

Required Skills

Candidates applying for this position should possess the following qualifications:

• A minimum of 1-3 years experience in Workforce Management or within a Contact Center environment is preferred.

• Strong knowledge of staffing models and daily management of KPIs and trends.

• Exceptional organizational and communication skills are essential to coordinate activities effectively.

• A high degree of accuracy and attention to detail in all reporting and attendance tracking efforts.

  

• The ability to act decisively in fast-paced environments is critical, alongside proficiency in using spreadsheets and WFM software tools for reporting purposes.

• Responding calmly to pressure is beneficial, particularly when making rapid decisions.

Benefits of Joining LEC

Working at LEC comes with numerous perks:

• The company is experiencing fast growth, which leads to strong internal advancement opportunities.

• You will work with a supportive high-performance team and effective leadership—a key highlight of LEC's work environment.

• The opportunity is entirely remote, allowing you the freedom to work from your own home office.

• Salaries are competitive, with pay ranging between $18.00 to $20.00 per hour, and is facilitated through biweekly payments.

• The role gives you the chance to directly impact both the performance of clients and the success of your team, adding value to your work experience.

• The culture at LEC emphasizes accountability, excellence, and continuous professional development.

Hardware/Software Requirements

To successfully work from home in this position, you must have the following setup:

• A computer that meets specific performance criteria, such as an Intel® Core™ i5 5200 series processor with at least four cores.

• A minimum of 8GB memory if using Windows 10 or higher or 64-bit systems.

• A screen resolution of 1280x768 or higher and the use of dual monitors to enhance efficiency.

• A reliable high-speed internet connection via an ethernet cable.

• A USB headset, preferably noise-canceling, is required to facilitate effective communication.

• Targets on specific devices indicate that only laptop or desktop types are acceptable, excluding tablets and other non-traditional work devices.

Conclusion

For job seekers interested in this position at Leading Edge Connections, the role of Workforce Analyst & Agent Scheduling Specialist offers a unique chance to engage in a thriving industry. Those who excel in data analysis, possess excellent communication skills, and can thrive in dynamic environments will find this opportunity rewarding. If you're dedicated to ensuring operational excellence and enjoy the challenge of dynamic day-to-day operations, consider applying to be part of this expanding team.

This job offer was originally published on himalayas.app