Job Description
Join Alorica's dynamic team as a Workforce Analyst and become the strategic backbone of our operations. In this critical role, you'll transform raw data into actionable insights that optimize workforce efficiency, enhance service delivery, and drive business growth. By analyzing historical trends, forecasting staffing needs, and refining scheduling algorithms, you'll ensure our call center teams operate at peak performance while maintaining exceptional customer experiences. Your expertise will directly impact operational costs, agent satisfaction, and service level compliance, making you an indispensable asset to our organization.
We're seeking a detail-oriented professional who thrives in fast-paced environments and possesses a passion for data-driven decision-making. You'll collaborate closely with department heads to align staffing strategies with business objectives, implement process improvements, and generate comprehensive reports that highlight key performance indicators. If you're ready to leverage your analytical skills to shape the future of workforce management, this is your opportunity to excel.
Responsibilities
- Analyze historical and real-time workforce data to identify trends, inefficiencies, and optimization opportunities
- Develop, implement, and maintain employee schedules to ensure optimal coverage across all service channels
- Utilize workforce management software to forecast call volumes, handle times, and staffing requirements
- Collaborate with operations managers to adjust staffing based on business needs and seasonal fluctuations
- Generate comprehensive reports on KPIs including adherence, occupancy, and service levels
- Ensure compliance with labor laws, company policies, and contractual obligations
- Train and coach supervisors on scheduling best practices and workforce management tools
Qualifications
- Bachelor's degree in Business, Mathematics, Statistics, Economics, or related field
- Minimum 2 years experience in workforce management, scheduling, or analytics (call center preferred)
- Proficiency in data analysis tools (Excel, SQL, WFM software like Verint or NICE)
- Strong understanding of call center metrics (AHT, FCR, SLA) and forecasting methodologies
- Excellent problem-solving skills with ability to translate complex data into actionable strategies
- Exceptional communication skills for cross-functional collaboration
- Ability to work in a fast-paced environment and manage multiple priorities