{"schemaVersion":"jobsearcher.job.v1","id":"321cd3e4ea0bcb8930bfe54e","url":"https://jobsearcher.com/jobs/321cd3e4ea0bcb8930bfe54e","canonicalUrl":"https://jobsearcher.com/jobs/321cd3e4ea0bcb8930bfe54e","title":"Operations - Analyst, Workforce Mgmt I","description":"Operations - Analyst, Workforce MgmtPurpose: 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.\r\nEssential Functions:\r\nAnalyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.\r\nIdentifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.\r\nMonitors and responds to queue activity and service levels.\r\nEstablishes and maintains communications channels regarding events that impact customer experience center performance and workload.\r\nCommunicates necessary adjustments to staffing based on changing/dynamic forecasts.\r\nCollaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.\r\nQualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\r\nEducation Level: Bachelor's Degree\r\nExperience: 1 year in a Scheduling, Forecasting, or Traffic environment. In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.\r\nPreferred Qualifications Knowledge, Skills and Abilities (KSAs)\r\nExcellent communication skills both written and verbal.\r\nAbility to recognize, analyze, and solve a variety of problems.\r\nAbility to analyze, organize, and prioritize work while meeting multiple deadlines.\r\nProficient in Microsoft Office applications.\r\nRequired Skills:\r\nStrong analytical and problem-solving skills with the ability to identify trends, interpret data, and support operational decision-making.\r\nIntermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques.\r\nFoundational Workforce Management knowledge, including an understanding of contact center metrics such as AHT, ASA, Service Level, Occupancy, and Adherence.\r\nExperience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.\r\nStrong communication and organizational skills with the ability to collaborate effectively, manage multiple priorities, and provide timely reporting and operational support.\r\nEEO: \"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.\"","company":"Mindlance","rawCompany":"mindlance","city":"Annapolis Junction","state":"MD","isRemote":false,"isActive":false,"createdAt":"2026-07-02T01:15:09.234Z","occupations":[{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"15-2031.00","title":"Operations Research Analysts","slug":"operations-research-analysts"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"561320","title":"Temporary Help Services","slug":"temporary-help-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Operations - Analyst, Workforce Mgmt I","description":"Operations - Analyst, Workforce MgmtPurpose: 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.\r\nEssential Functions:\r\nAnalyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.\r\nIdentifies call volume trends and averages on an intraday, weekly, monthly, etc. basis.\r\nMonitors and responds to queue activity and service levels.\r\nEstablishes and maintains communications channels regarding events that impact customer experience center performance and workload.\r\nCommunicates necessary adjustments to staffing based on changing/dynamic forecasts.\r\nCollaborates with internal customers (other teams, departments, and customer experience center staff) to identify opportunities for improvement to achieve service goals.\r\nQualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\r\nEducation Level: Bachelor's Degree\r\nExperience: 1 year in a Scheduling, Forecasting, or Traffic environment. In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.\r\nPreferred Qualifications Knowledge, Skills and Abilities (KSAs)\r\nExcellent communication skills both written and verbal.\r\nAbility to recognize, analyze, and solve a variety of problems.\r\nAbility to analyze, organize, and prioritize work while meeting multiple deadlines.\r\nProficient in Microsoft Office applications.\r\nRequired Skills:\r\nStrong analytical and problem-solving skills with the ability to identify trends, interpret data, and support operational decision-making.\r\nIntermediate to advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and basic data analysis techniques.\r\nFoundational Workforce Management knowledge, including an understanding of contact center metrics such as AHT, ASA, Service Level, Occupancy, and Adherence.\r\nExperience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.\r\nStrong communication and organizational skills with the ability to collaborate effectively, manage multiple priorities, and provide timely reporting and operational support.\r\nEEO: \"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.\"","datePosted":"2026-07-02T01:15:09.234Z","dateModified":"2026-07-02T01:15:09.234Z","hiringOrganization":{"@type":"Organization","name":"Mindlance","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Annapolis Junction","addressRegion":"MD","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"321cd3e4ea0bcb8930bfe54e"},"url":"https://jobsearcher.com/jobs/321cd3e4ea0bcb8930bfe54e"}}