Workforce Management Analyst

• Develop and maintain accurate forecasts of staffing requirements based on historical trends, call volume, and other relevant factors

• Monitor real-time workforce metrics, identify potential issues, and make immediate adjustments to ensure optimal staffing levels

• Develop and maintain employee schedules to meet operational requirements

• Analyze call patterns and call handling times to identify areas for improvement and recommend process enhancements

• Produce regular reports and presentations on workforce performance metrics, highlighting areas of success and opportunities for improvement

• May involve other duties as assigned related to contact center quality assurance monitoring and process improvements.

Job Qualifications/Requirements

• Minimum Education Level: High School Diploma or equivalent

• Minimum Job Experience: 2+ years of experience in workforce management or related field

• Language requirements: English

• Computer/software skills: Proficiency in workforce management software and Microsoft Excel, with strong understanding of Contact Center and IVR technology

• Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills

• Ability to work independently and as part of a team

• Detail-oriented and highly organized

The salary range for this full-time position is $31.25 Hourly - $38.47 Hourly + bonus + benefits

Salary ranges are determined based on qualifications, level, and location

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.