Analyst 2, Forecasting & Analysis

Role Overview

• Creating accurate forecasts to manage contact center volumes
• Analyzing service performance, agent occupancy, and call arrival patterns
• Compiling and analyzing call center performance reports
• Preparing and reviewing analyses of billing processes
• Creating and managing a database of errors
• Monitoring headcount expenses and optimizing cost per call
• Forecasting performance and recommending strategies
• Aligning staffing with workload patterns
• Consulting with Subject Matter Experts
• Enforcing schedule adherence among customer service teams
• Regular, consistent and punctual attendance

Requirements

• Bachelor's Degree preferred
• Relevant Work Experience 2-5 Years

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development
• Bonuses
• Stock options