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PC

Workforce Analyst - contact center

Pyramid Consulting, Inc
🇺🇸 United States
Hybrid
1 week ago
  • Amazon Connect
  • Avaya
  • Health insurance
  • Pension
1 week ago
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Not enough detail in this posting to match

Immediate need for a talentedWorkforce Analyst - contact center. This is a06+months contract opportunity with long-term potential and is located inSan 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 leadingIT 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.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here.

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Workforce Analyst - contact center · Pyramid Consulting, Inc

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