Workforce Operations Analyst

$49,920 - $49,920/Yr

United Way Of Connecticut - Rocky Hill, CT

Full-time - Mid Level

Rocky Hill, CT

About the position

The Workforce Operations Analyst at United Way of Connecticut is responsible for analyzing, forecasting, and reporting on call volumes for a multi-skilled contact center. This role utilizes specialized workforce management technology to ensure optimal staffing levels and service quality in a 24/7 environment, contributing to the organization's mission of supporting community health, education, and financial stability.

Responsibilities

• Prepare daily staffing schedules using workforce management technology, considering planned and unplanned events.
• Monitor real-time activities and productivity of the Contact Center Specialists to meet operational goals.
• Highlight staffing and performance variances, recommending solutions to the Director of 211 Contact Center Operations.
• Forecast staffing needs based on call volume, Average Handling Time, and staffing trends.
• Prepare staffing demand and supply forecasts to support maximum workforce effectiveness.
• Develop and report quarterly metrics for the UWW scorecard.
• Perform analyses and prepare various reports, including staffing trends and forecasts for management and external partners.

Requirements

• Bachelor's or Associate's degree in technology, operations, business, or mathematics-related field.
• Minimum of three years' work experience in workforce planning in a call center environment.
• Demonstrated understanding of workforce management and contact center technology, vocabulary, and key performance indicators.
• Strong analytical and reasoning skills to collect and interpret data and solve problems.
• Ability to make sound decisions quickly in a fluid work environment.
• Strong interpersonal skills to develop productive working relationships.
• Excellent verbal and written communication and presentation skills.
• Ability to multi-task in a fast-paced environment.

Nice-to-haves

• Certified Workforce Management Professional designation.

Benefits

• Paid holidays
• Health insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• 401(k) matching
• Loan forgiveness