Description
We are seeking a Workforce Analyst to work remotely, supporting the Military OneSource mission. The Military OneSource Program offers 24/7 support services for military members and their families, providing information, resources, education, referrals, and counseling to around 4.7 million participants worldwide.
As a Workforce Analyst, you will manage and monitor call and chat queues to ensure operational efficiency, optimize capacity, and proactively resolve issues related to workforce and scheduling gaps. You will gather, analyze, and interpret data associated with Call Center operations to support informed decision-making, and provide actionable insights and recommendations to guide workforce management strategies, forecasting, scheduling optimization, and process improvements.
Key responsibilities include:
- Monitoring and managing call and chat queues to ensure operational efficiency and optimal capacity
- Creating, managing, and adjusting workforce schedules based on real-time performance data and fluctuations in call and chat volume
- Managing shift rotations, breaks, and lunch schedules to ensure continuous coverage throughout operational hours
- Collecting, analyzing, and interpreting data related to call volume trends, day-of-week patterns, seasonal surges, and performance metrics
- Identifying staffing gaps, capacity constraints, and performance trends, and recommending corrective actions
- Providing actionable insights to inform workforce forecasting, scheduling strategies, and process improvements
- Developing and delivering reports to stakeholders outlining call trends, performance patterns, and capacity planning considerations
- Collaborating closely with Call Center Supervisors to align staffing schedules with operational demands
- Proactively addressing workforce and scheduling issues to maintain service continuity and performance standards
Requirements:
- Bachelor's degree from an accredited college or university in a related field or experience in lieu of a degree
- Minimum of three years of current, relevant experience managing high-volume call center staffing operations
- Strong knowledge of call center operations and workforce management practices
- Strong analytical skills with the ability to interpret operational and staffing data
- Proficiency in Microsoft Office applications, including Word, Outlook, and Excel
- Strong written and verbal communication skills
- Strong organizational and problem-solving skills
- U.S. citizenship and fluency in English required
- Ability to successfully pass criminal history and fingerprint background checks, as well as credential verification
- Ability to maintain and retain suitability investigation and clearance as required
- Proficient in navigating electronic systems, computer programs, and virtual service platforms
- A separate, quiet, private, confidential space to work from, as well as access to a reliable high-speed internet connection hardwired to your home
Preferred qualifications:
- Military spouse, military affiliation, and/or experience in the military community
- Five years of previous Contact Center Experience
- Experience with Amazon Connect platform
The schedule for this role is Friday to Monday, 8am to 7pm, with the first 1-2 weeks of training scheduled from Monday to Friday, 8am to 4:30pm.
The pay range for this position is $52,000.00 - $94,000.00.