DATAMARK, Inc. is looking for a detail-oriented and analytical Workforce Management Analyst to join our team. In this crucial role, you will be responsible for analyzing workforce data, forecasting call volume, and creating staffing plans to ensure operational efficiency within our contact center.
The Workforce Management Analyst will play a key role in optimizing workforce deployment, enhancing service levels, and improving overall customer satisfaction. You will collaborate with various departments to ensure that we have the right number of agents available at the right time. .
Responsibilities- Analyze historical call volume data and forecast future trends.
- Create and maintain staffing schedules to meet service level agreements (SLAs).
- Monitor real-time call center operations and make adjustments as necessary.
- Collaborate with management to identify areas for improvement in workforce performance.
- Generate reports to communicate workforce metrics and performance levels to stakeholders.
- Assist in the development and implementation of workforce management strategies to enhance efficiency.
Requirements
- Bachelor’s degree preferred; additional years of direct experience may considered in lieu of a degree
- At least 1 year of WFM experience; 2 or more years preferred.
- Proficient in workforce management software and data analysis tools.
- Strong analytical skills with the ability to interpret and present data effectively.
- Excellent communication and interpersonal skills.
- Proficiency in Microsoft Excel and data visualization tools.
- Knowledge of contact center operations is a plus.
Benefits
- All law benefits provided
- Cafeteria
- Weekly pay
- Paid training
Top Skills
What We Do
DATAMARK Inc., a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employs more than 3,119 at our facilities in the United States, Mexico and India.
Our Fortune 500 and enterprise clients trust us to be an extension of their brand. DATAMARK contact center agents are proud to represent many of the most well-known companies and brands across the globe. We deliver unparalleled customer service in our omnichannel contact centers, ranging from SMS text to video chat and everything in between that your customers expect the world’s leading brands to have equipped. Our long-term client partnerships include customer care for leading international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
Learn how DATAMARK combines outstanding omnichannel customer care, brand promotion, and continuous process improvement to deliver an unparalleled customer experience. Visit us at www.DATAMARK.net.
