Logo for ICONMA

Workforce Analyst 1

ICONMA

Role overview

Qualifications

  • Bachelor's Degree
  • 1 year in a Scheduling, Forecasting, or Traffic environment
  • Excellent communication skills both written and verbal
  • Intermediate to advanced Microsoft Excel proficiency

Responsibilities

  • Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center
  • Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules
  • Provide regular reports to management on workload and workforce
  • Make recommendations for new or updated call/service center technology and process improvements

Key facts

Hard skills

Cisco Adaptive Security Appliance (ASA) Service Level

Other skills

  • Microsoft Excel
  • Communication
  • Problem Solving
  • Microsoft Office
  • Analytical Skills
  • Problem Reporting
  • Scheduling
  • Forecasting
  • Organizational Skills
  • Collaboration
  • Time Management

About the company

ICONMA logo

ICONMA

Management Consulting

We provide Professional Staffing Services & Project-Based Solutions for a broad range of Fortune 500 organizations. ICONMA is a certified Woman-Owned staffing company and was founded in 2000. ICONMA’s corporate headquarters is in Troy, Michigan, and has 15+ locations worldwide. What makes ICONMA stand out in a fiercely competitive industry? *We provide integrated, full lifecycle services across a broad range of business and technical platforms. *No single company can duplicate our full range of staffing and permanent recruiting services nationwide. *Proven track record of attracting and retaining exceedingly skilled professional workers in a highly competitive market. SERVICES OFFERED Staff Augmentation (Contract, Contract to Hire, Direct Hire, Single Source) Data Analysis Project-Based Services & Solutions Hire Train Deploy Service Model Offshore Staff Augmentation Payroll Services AREAS OF EXPERTISE - Information Technology - Engineering - Business Professional - Accounting/Finance - Admin/Clerical/Call Center - Healthcare/Clinical/Scientific - Marketing/Creative mail linkedin@iconma.com Phone (888) 451-2519 Website http://www.iconma.com

Company details

Company typeLarge
IndustryManagement Consulting
Company size1001 - 5000

Links

Website LinkedIn See all jobs

Your match analysis

See how your profile stacks up against this role.

We compared the job requirements to your profile to show where you're strong and where you fall short.

Job description

Our client, a Health Insurance company, is looking for a Workforce Analyst 1 for their Remote location.
 
Responsibilities:
  • Monitor and analyze call volume, call patterns, and traffic flow for the Customer Service center to ensure service level objectives are met.
  • Work closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.
  • Provide regular reports to management on workload and workforce.
  • Make recommendations for new or updated call/service center technology and process improvements to reduce costs.
  • 25% Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
  • 25% Identifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.
  • 20% Monitors and responds to queue activity and service levels.
  • 10% Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
  • 10% Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
  • 10% Collaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.
  • Provide support to Workforce Analyst 2 team members
  • Analyze workforce and operational data to support business decisions
  • Track performance metrics and workforce trends
  • Assist with reporting, scheduling, and workforce management activities
 
Requirements:
  • Bachelor's Degree
  • 1 year in a Scheduling, Forecasting, or Traffic environment.
  • In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
  • Excellent communication skills both written and verbal., Proficient
  • Ability to recognize, analyze, and solve a variety of problems., Proficient
  • Ability to analyze, organize, and prioritize work while meeting multiple deadlines., Proficient
  • Proficient in Microsoft Office applications., Proficient
  • The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs.
  • Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.
  • Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
  • Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging
  • Strong analytical and problem-solving skills with the ability to identify trends, interpret data, and support operational decision-making.
  • Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques.
  • Foundational Workforce Management knowledge, including an understanding of contact center metrics such as AHT, ASA, Service Level, Occupancy, and Adherence.
  • Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
  • Strong communication and organizational skills with the ability to collaborate effectively, manage multiple priorities, and provide timely reporting and operational support.
  • Minimum 1 year of Workforce Management (WFM) experience
  • Experience working in a high-volume call center environment
  • Strong ability to analyze and track workforce data
  • Experience supporting workforce planning and reporting activities
  • Hands-on experience with Genesys Cloud
  • Experience with NICE and/or IEX is mandatory
  • Strong data analysis and reporting skills
  • Ability to monitor, track, and maintain workforce-related metrics
Key Notes
  • Entry-level WFM opportunity requiring foundational workforce management experience
  • Focused more on data analysis and tracking rather than advanced forecasting
  • Must have experience with workforce management tools (Genesys Cloud, NICE, IEX)
  • Ideal candidate is detail-Oriented, analytical, and comfortable working in a fast-paced call center environment
 
Why Should You Apply?

Apply once. Then go straight to the hiring manager.

After you apply, unlock the direct contact details of the people who actually make the call. A quick follow-up makes you 5x more likely to land an interview.

MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
Unlocked after you apply
·

Workforce Analyst Related jobs

Delaware (USA)Workforce Analyst

Other jobs at ICONMA

Premium

Reach out to the hiring manager directly.

Gain access to the contact details of the hiring managers who actually decide, and reach out to network with them directly. That, plus more when you upgrade:

  • Full match report with fit score and gaps
  • Career diagnostics on how recruiters read you
  • Curated company matches and warm intros
  • 48h early access to new roles

Cancel anytime.