Workforce Analyst

ServBeyond Solutions is a leading technical solutions and support provider, delivering exceptional service and innovative solutions to our clients. We are committed to creating a diverse and inclusive work environment and providing equal employment opportunities to all qualified individuals.

ServBeyond Solutions is seeking a highly motivated and dedicated individual to join our dynamic team. As a leader in providing innovative and transformative solutions to our clients, we are looking for a dedicated professional who shares our passion for excellence and commitment to exceeding customer expectations. If you are eager to be a part of a collaborative, customer-focused organization and contribute your skills to drive meaningful change, join us in our mission to drive positive change and deliver exceptional service to our clients.

Key Responsibilities include and are not limited to:

• Orchestrates end-to-end Call Center forecasting and capacity planning processes spanning multiple business lines. Takes the lead in offering continuous staffing and hiring recommendations to optimize workforce allocation while ensuring SLA objectives are met.
• Applies statistical modeling techniques and continuously enhances EXCEL-based staffing models. Conducts rigorous regression testing to identify staffing impacts arising from forthcoming initiatives and seamlessly integrates them into the staffing models.
• Contributes to the development of comprehensive reports and intuitive dashboards. Delivers data analysis and proactively proposes ongoing enhancements to senior leadership. Serves as the dedicated Workforce liaison for all Service Desk initiatives.
• Constructs and upkeeps call trees and IVR systems for the phone network. Collaborates effectively with vendors as necessary.
• Other Duties as assigned

Qualifications:

• Bachelor's degree in a related field or equivalent experience.
• Strong knowledge of call center operations, technology, and best practices.
• Proven ability to work collaboratively with cross-functional teams and drive projects to successful completion.
• Excellent communication,, and interpersonal skills..
• Analytical and problem-solving skills.
• Strong attention to detail and organizational abilities.
• Excellent project management and prioritization skills.
• Analytical mindset and the ability to use data to drive decision-making.
• Experience with call center software and tools

Equal Employment Opportunity

ServBeyond Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.

ADA Accommodation Statement

ServBeyond Solutions is committed to providing reasonable accommodations to individuals with disabilities. If you need an accommodation to apply for a position with us, please contact HR at hr@servbeyond.com.