Develop long-term capacity plans based on growth forecasts and seasonality.
Oversee scheduling policies and agent preferences to balance efficiency and morale.
Track and report key metrics related to forecast accuracy and service level.
Topstep is an engaging working environment which ranges from fully remote to hybrid, offering a culture of collaboration with cameras on during meetings.
The Workforce Management Analyst is responsible for optimizing staffing levels, forecasting call volumes and ensuring excellent service delivery across customer support channels. The person will monitor adherence to schedules and service level performance across all queues. The person will generate reports on key performance indicators including service levels and forecast accuracy.
Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers, helping carriers launch products quickly.
Support development of short- and long-term volume forecasts using historical trends, business drivers, and marketing inputs.
Build and maintain weekly agent schedules that meet coverage needs for operating hours.
Prepare daily, weekly, and monthly reports on key WFM metrics (SLA, adherence, AHT, shrinkage, occupancy, forecast accuracy).
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. Our employees are our most valuable resource, and we foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.
Manage call volume, daily attendance, and program break schedules.
Assist in creating metrics and targets to meet service level expectations.
Analyze and improve processes and results in collaboration with the leadership team.
Sezzle is a cutting-edge fintech company dedicated to financially empowering the next generation through a payment platform that offers interest-free installment plans.
Develops, enhances, implements and supports reporting capabilities to identify, track and analyze key business drivers.
Serves as subject matter expert for reporting and workforce management processes, ensuring best practices are implemented across the organization.
Proactive and independent management of accountabilities collaborating with leadership to optimize operations.
UnityPoint Health is committed to their team members and has been recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare. They champion a culture of belonging where everyone feels valued and respected, and believe equipping you with support and development opportunities.
Own forecasting of inbound volume to Care Support, broken down by channel and request category.
Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis.
Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions.
Spring Health is on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it.