WORKFORCE OPTIMIZATION ANALYST-ASSOC

STARTING SALARY: $55,100 - $82,937

Supports contact center operations through workforce planning, forecasting, scheduling, performance analysis, and telephony administration.

This position analyzes customer contact demand and operational data to optimize staffing, service levels, and resource utilization, while also supporting contact center technologies, including call routing, IVR functionality, queue management, and outbound dialing processes.

The Workforce Optimization Analyst is responsible for optimizing contact center performance through workforce management, operational analytics, and contact center technology administration.

This position analyzes customer contact demand and operational trends to develop forecasts, staffing plans, schedules, and workforce recommendations that support service level objectives and operational efficiency.

In addition, the role is responsible for monitoring, administering, and optimizing contact center telephony systems, including call routing, IVR functionality, queue management, and outbound dialing processes to ensure customer accessibility, agent productivity, and system effectiveness.

The Workforce Optimization Analyst leverages data, technology, and business insights to improve customer experience, support operational goals, and drive continuous improvement initiatives across Customer Care.

• Maintain workforce management systems, scheduling data, and reporting tools to support operational analysis and staffing requirements.
• Develop, monitor, and adjust employee schedules to align staffing levels with customer demand and business objectives.
• Analyze customer contact volumes, operational trends, and workforce metrics to develop forecasts, staffing plans, and capacity recommendations.
• Prepare and distribute operational performance reports, workforce analyses, and management reporting.
• Monitor service levels, productivity, adherence, occupancy, and staffing requirements to ensure operational goals are achieved.
• Review staffing availability and provide recommendations regarding schedule changes, leave requests, and resource allocation.
• Analyze quality, performance, and workforce data to identify trends and recommend process improvements.
• Support workforce planning, labor optimization, and continuous improvement initiatives to enhance efficiency and customer experience.
• Maintain workforce management and scheduling applications and ensure data integrity.
• Audit employee time records and resolve discrepancies related to time reporting, scheduling, and workforce management processes.

Maintain effective working relationships while exercising sound judgment and confidentiality in handling sensitive information.

• Administer and optimize contact center telephony systems, including IVR, call routing, queue management, and automated dialing platforms.
• Configure and manage outbound dialing campaigns, including campaign rules, agent assignments, calling strategies, and system settings.
• Monitor telephony performance, routing effectiveness, system availability, and campaign results, making adjustments to improve customer experience and operational efficiency.
• Troubleshoot telephony-related issues and coordinate resolution efforts with IT, vendors, and operational stakeholders.

Support telephony system testing, upgrades, implementations, business continuity processes, and compliance with regulatory and company requirements.

Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without reasonable accommodation that the essential functions of the job can be performed.

Education: Associate degree in business; or an equivalent combination of related education, training, and experience

Years of Experience

Experience: 3+ years of relevant experience required; level will be determined based on total years of experience.

• Experience in workforce management, customer service operations, or a related environment, including forecasting, scheduling, staffing analysis, and service level management.
• Experience generating reports and analyzing operational performance metrics and departmental KPIs.
• Strong analytical, problem-solving, and decision-making skills utilizing tools such as Excel, Power BI, Tableau, or similar reporting platforms.
• Knowledge of workforce management concepts, including forecasting, scheduling, adherence, occupancy, shrinkage, service levels, and staffing models.
• Ability to analyze operational and system data and develop recommendations to improve performance, efficiency, and customer experience.
• Knowledge of customer care operations, customer service principles, and contact center processes.
• Demonstrated ability to interpret technical, statistical, and operational data and implement appropriate solutions.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Strong written and verbal communication skills, including the ability to prepare reports, correspondence, and present information clearly and effectively.
• Ability to collaborate effectively with Operations, IT, Training, Quality Assurance, vendors, and other stakeholders.
• Knowledge of contact center telephony systems, including IVR, call routing, queue management, automated dialing systems, and campaign administration.
• Ability to monitor, troubleshoot, and optimize telephony performance to support operational objectives and customer experience.