Analyst II

Scholastic

🇺🇸In-Person - Jefferson City$60K–$80K/yr8mo ago

K-12 Operations Workforce Planning Operations Management Analytics Contact Center Operations Forecasting

Find Similar Open Jobs

Summary

The Analyst II role involves generating staffing forecasts and schedules using Playvox while monitoring performance metrics and collaborating with operations teams to ensure effective workforce management at a contact center in Missouri.

Key Responsibilities: Create long-term and short-term staffing forecasts and schedules using Playvox, communicate schedules to stakeholders, monitor performance metrics (SLA, AHT, ASA), manage supply versus demand, and make real-time staffing decisions regarding overtime, training allocation, and workload distribution.

Skills & Tools: Strong analytical abilities, proficiency in MS Office tools, prior experience with Playvox and Salesforce, advanced Excel skills with data interpretation capability, excellent communication and teamwork skills, and ability to handle confidential information.

Qualifications: Contact center experience preferred along with advanced Excel skills and strong mathematical background. Must be able to read and interpret forecasts, schedules, and staffing reports while responding to real-time data changes.

Location: Hybrid in Jefferson City or Neosho, Missouri, United States with limited remote work flexibility

Compensation: $60,000 – $80,000/year