Senior Business Analyst, Workforce Management
1 month ago
Job Summary
We are seeking a highly skilled Senior Analyst, Workforce Management to join our team at Ascensus. As a key member of our Workforce Management team, you will be responsible for ensuring the efficient operation of our contact center, providing real-time monitoring and analysis of service levels, associate performance, and other key performance indicators.
Key Responsibilities
- Monitor and analyze service levels, associate performance, and other key performance indicators in real-time to identify trends and areas for improvement.
- Develop and implement strategies to optimize workforce management, including staffing, scheduling, and training.
- Collaborate with cross-functional teams to ensure seamless communication and coordination.
- Provide data-driven insights and recommendations to senior leadership to inform business decisions.
- Stay up-to-date with industry trends and best practices in workforce management.
Requirements
- 3+ years of experience in workforce management or a related field.
- Proven track record of success in analyzing and interpreting complex data sets.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
- Strong analytical and problem-solving skills.
Preferred Qualifications
- Experience with workforce management software and tools.
- Knowledge of contact center operations and management.
- Certification in workforce management or a related field.
What We Offer
Ascensus offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual with a passion for workforce management, we encourage you to apply for this exciting opportunity.
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