Job Title: Staffing and Scheduling Analyst The Staffing and Scheduling Analyst plays a crucial role in ensuring the efficient operation of our Call Center. This individual is responsible for various forecasting, staffing, scheduling, and real-time queue management duties. Key Responsibilities: - Raise critical issues surrounding staffing, call volume, and agent performance to ensure optimal service levels. - Develop effective call routing strategies to minimize wait times and improve customer satisfaction. - Collaborate with the TRC Staffing Plan team to optimize staffing levels across all areas, focusing on 50-minute/35-minute TPC teams and weekend shifts. - Manage work distribution and agent productivity on a daily basis to meet business objectives. - Drive key service metrics to achieve desired outcomes. Specific Roles within Workforce Management: - Queue Management: Ensure timely call answering and completion of outbound work within set goals. - Intra-Day Reporting: Provide regular updates throughout the day to inform decision-making. - Scheduling: Create and maintain work schedules and shifts to meet business needs. - Call Center IT: Troubleshoot contact center-wide issues and identify potential impacts on the business. - Forecasting: Analyze patterns of call volume and average handle time to determine associate requirements. Requirements: - 4+ years of experience in workforce management or operations. - Proficiency in workforce management and data analysis tools (e.g., Genesys, Tableau). About this Role: This is an exciting opportunity to join a dynamic team focused on delivering exceptional customer experiences. We are seeking a highly skilled and detail-oriented individual to join our workforce management team. As a Staffing and Scheduling Analyst, you will play a critical role in ensuring the efficient operation of our Call Center. Your primary responsibilities will include forecasting, staffing, scheduling, and real-time queue management duties. You will work closely with the TRC Staffing Plan team to optimize staffing levels across all areas and drive key service metrics to achieve desired outcomes. To be successful in this role, you must have 4+ years of experience in workforce management or operations and proficiency in workforce management and data analysis tools. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.