Call Center Workforce Analyst

Call Center Analyst

Who are we?

We are Horizon Services. For over 30 years, we've been the trusted name in plumbing, heating, and air conditioning, offering an unmatched level of customer service and technical expertise. Behind that outstanding customer service and technical expertise sits our people. Our employees are the core of our business and our people-first culture ensures that we can deliver on the Horizon guarantee with each and every employee and customer we service. We believe that happy employees = happy customers!

Job Summary

We are seeking a detail-oriented and proactive Call Center Analyst to join our team. The ideal candidate will be responsible for optimizing the performance of our call center by providing real-time monitoring, accurate forecasting, efficient scheduling, and insightful reporting. This role is critical to ensuring smooth operations, meeting service level agreements (SLAs), and driving workforce efficiency.

Key Responsibilities

Real-Time Monitoring

• Monitor call center activity in real-time to identify and address performance issues, such as call volume spikes, service-level breaches, or staffing shortages.
• Adjust schedules and make intraday recommendations to balance workload and staffing levels effectively.
• Communicate with team leads and supervisors to resolve real-time operational challenges.

Forecasting

• Analyze historical data to create accurate call volume forecasts and workload projections.
• Develop predictive models to anticipate future staffing and resource needs.
• Collaborate with management to align forecasting with business objectives and seasonal trends.

Scheduling

• Design and maintain employee schedules to ensure optimal coverage and adherence to SLAs.
• Manage shift bids, schedule adjustments, and time-off requests in line with operational requirements.
• Ensure compliance with labor laws and company policies when creating schedules.

Reporting

• Generate daily, weekly, and monthly reports on key performance indicators (KPIs), such as average handling time (AHT), occupancy, and service levels.
• Present actionable insights and recommendations to stakeholders based on data analysis.
• Develop and maintain dashboards for real-time and historical performance metrics.

Qualifications

Education & Experience

• Bachelor's degree in Business, Statistics, Operations, or a related field preferred.
• 2-4 years of experience in a workforce management or call center analytics role.

Skills & Competencies

• Proficiency in workforce management software (e.g., Alvaria preferred but NICE, Verint, or similar).
• Strong analytical and problem-solving skills with expertise in Excel, SQL, or other data analysis tools.
• Excellent organizational and time management skills with attention to detail.
• Strong communication skills for collaboration with cross-functional teams.
• Ability to adapt quickly in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience with reporting tools such as Tableau, Power BI, or similar.
• Familiarity with call center KPIs and operational processes.
• Knowledge of scheduling and forecasting best practices in a customer service environment.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and inclusive work environment.

To Apply: Please submit your resume and a cover letter detailing your relevant experience and how you can contribute to our call center operations.