Workforce Analyst at SEQUIUM ASSET SOLUTIONS LLC – Montego Freeport

The Workforce Analyst is responsible for forecasting call volumes, creating staff schedules, and monitoring real-time performance to ensure optimal service levels in a call center environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Analyze historical data to forecast call volumes, workload and staffing needs
• Develop long-term and short-term workforce plans
• Adjust forecast based on trends seasonality and business changes
• Create and maintain staff schedules that meet operational needs
• Ensure proper coverage during peak hours
• Monitor call queues, service levels and agent performance in real time
• Make real time adjustments to ensure service levels are met
• 4Track key performance indicators
• Prepare daily, weekly and monthly performance reports
• Track daily attendance (daily log, point tracker, writeups/warnings)
• Manage team schedules-Saturdays/overtime

Job Requirements

• 1-3 years’ experience in workforce management, scheduling or call center operations
• Experience in high volume environments
• Advanced Excel, PowerPoint, Word and data analysis
• Knowledge of WFM systems and tools
• Experience in data analysis and reporting
• Excellent organizational and communication skills
• Keen attention to detail
• Must be results driven
• Good time management skills