Elite Technical is seeking a Workforce Analyst I, who will 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.

This position is a contract to permanent opportunity. Although primarily remote, we are seeking candidates that resides in one of the following states - Wash DC, Maryland, Virginia - for possible onsite collaborations in the area.

Required Skills

- Education Level: Bachelor's Degree. In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
- Experience: 1 years experience in service center operations or scheduling/forecasting within a high volume call center environment.
- Must have strong Excel skills
- Preferred: SQL Querying abilities

Top 5 Required Skills:
1. Strong analytical and problem-solving skills with the ability to identify trends, perform root cause analysis, and provide actionable recommendations.
2. Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques.
3. Workforce Management knowledge and experience, including forecasting, scheduling, capacity planning, shrinkage, and contact center performance metrics (AHT, ASA, Service Level, Occupancy, and Abandonment Rate).
4. Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
5. Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions.