WorkforceOptimizationAnalyst

**Hourly Pay Range:** $24.86 - $37.29 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors. **Position Highlights:** * Sign on bonus: N/A * Position: Workforce Optimization Analyst * Location: Skokie, IL * Full Time/Part Time: Full Time * Hours: Monday-Friday: 8:00 AM- 4:30 PM * Required Travel: **A Brief Overview:** The Workforce Optimization Analyst reports directly to the Sr Manager of Workforce Optimization. This role is responsible for ensuring that the call center operates efficiently by optimizing staff scheduling, forecasting call volumes, and analyzing workforce performance data. This role involves creating staffing models, generating reports, and utilizing workforce management (WFM) tools to balance resources with call demand, minimizing wait times, and maximizing agent productivity. The WFO Analyst works closely with operations teams to forecast staffing needs, develop schedules, and adjust them in real-time based on changing business demands. This position also focuses on analyzing trends in call patterns, service levels, and key performance indicators (KPIs) to make informed decisions that enhance the customer experience while improving operational efficiency. Additionally, the WFO Analyst provides recommendations to management on process improvements, resource allocation, and system enhancements. The ideal candidate has strong analytical skills, proficiency in WFM tools, and a deep understanding of call center operations to ensure optimal resource utilization and service delivery. **What you will do:** * Workforce Planning and Forecasting Forecast Call Volumes and Staffing Needs. Analyze historical data and trends to forecast future call volumes, handling times, and customer demand across various shifts and channels. Develop long-term and short-term staffing forecasts to ensure adequate coverage, taking into account factors such as seasonality, marketing campaigns, and special events. Devel