What are the responsibilities and job description for the Workforce Analyst position at Kelly?
Workforce Analyst
Overview
We are seeking a detail-oriented Workforce Analyst to support contact center operations through data analysis, forecasting, and scheduling optimization. This role partners closely with Operations, Quality, and cross-functional teams to ensure service levels are met while driving performance improvements.
Open to residents in: Orlando, Florida; Durham, North Carolina; Pittsburgh, Pennsylvania; or Phoenix, Arizona
Key Responsibilities
- Monitor and manage call center performance, identifying risks and providing timely updates to stakeholders
- Analyze inbound/outbound call volumes and workforce data to identify trends and improvement opportunities
- Develop and maintain optimized schedules to support business needs and service level targets
- Monitor real-time performance metrics to ensure KPIs and SLAs are achieved
- Adjust call queues and routing priorities based on operational demands
- Collaborate with leadership to align workforce strategies with business objectives
- Generate reports and dashboards to support performance tracking and decision-making
- Provide insights to support coaching, training, and continuous improvement efforts
- Support staffing plans, shift schedules, and off-phone activities to ensure adequate coverage
- Communicate effectively with internal teams and leadership
- Identify challenges, recommend solutions, and help implement process improvements
Qualifications
Required:
- High school diploma or equivalent
- 2–4 years of experience in workforce management, call center operations, or related field
- Experience with workforce management tools (e.g., Genesys WFM, NICE IEX, Aspect, or similar)
- Strong analytical skills with the ability to interpret data and deliver actionable insights
- Advanced proficiency in Microsoft Excel and Office tools
Preferred:
- Bachelor’s degree or equivalent experience in Business, Analytics, Mathematics, or related field
- Experience with reporting tools such as SQL, Power BI, or similar
- Workforce management or analytics certifications
- Strong collaboration and relationship-building skills
- Experience driving performance improvement initiatives