Immediate need for a talented
Workforce Analyst - contact center. This is a
06+months contract opportunity with long-term potential and is located in
San Diego, CA(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:26-30041
Pay Range: $45 - $46.1/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:- Analyze contact center service level performance and communicate insights to stakeholders.
- Develop ad-hoc analyses to understand root causes and forecast outcomes.
- Lead cross-functional initiatives to optimize performance across various time horizons.
- Prioritize tasks, manage multiple projects, and effectively communicate progress to senior leadership.
- Utilize contact center tools such as Amazon Connect, NICE CX, Dialpaid, Talkdesk, and Avaya to inform business decisions.
Key Requirements and Technology Experience:- 3-5 years experience in contact center operations.
- Experience with contact center tools: Amazon Connect, NICE CX, Dialpaid, Talkdesk, Avaya.
- Workforce Management Experience.
- Data Scheduling/Data Forecasting skills.
- Strong interpersonal skills and ability to work in dynamic, matrix team environments.
- Proficiency in analytics to manipulate and report data effectively.
- Flexibility with work schedule to cover business hours, including weekends and holidays.
Our client is a leading
IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
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