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Workforce Management Analyst
Job Description
We are seeking a Workforce Management Analyst to maintain accurate call center staffing models using specialized software.
You will be responsible for creating and managing schedules to ensure adequate coverage, monitoring real-time call volume, and conducting forecasting and trend analysis.
Additionally, you will collaborate with team leads and management, generate and analyze reports, and train team members on workforce management processes and tools.
Responsibilities
Create and manage schedules to ensure adequate coverage and meet service levels and business goals.
Monitor real-time call volume and workforce performance, making adjustments to optimize productivity.
Conduct forecasting and trend analysis to predict staffing needs and identify areas for improvement.
Collaborate with team leads and management to address staffing challenges and implement effective solutions.
Generate and analyze reports to track key performance indicators (KPIs) and recommend operational enhancements.
Train and support team members on workforce management processes and tools.
Ensure compliance with company policies, labor laws, and employee agreements in workforce planning.
Essential Skills
4 years of workforce management experience
Calabrio Experience
Proficiency in workforce management software
Data entry skills
Additional Skills & Qualifications
Experience with specialized workforce management software is heavily preferred
Strong analytical and problem-solving skills
Work Environment
The work environment has a call center feel. The company has a long history of providing customer service solutions with a family-like atmosphere. The organization is led by experienced and inspiring women in the CEO and CFO roles.
Pay and Benefits
The pay range for this position is $65000.00 - $85000.00/yr.
Benefits can be changed if needed. They start with 3 weeks of PTO. They do have full dental and eyes in their program
Workplace Type
This is a fully onsite position in Eden Prairie,MN.
Application Deadline
This position is anticipated to close on Mar 21, 2025.
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talent
Maintaining an inclusive environment through persistent self-reflection
Building a culture of care, engagement, and recognition with clear outcomes
Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.