Workforce Analyst

CI Azumano Travel is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations. 

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs.  We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

CI Azumano is seeking a Workforce Analyst into support business operations. In this role, the Workforce Analyst ensures that the correct number of agents are available at the right times to answer customer calls while minimizing costs.

Essential Duties and Responsibilities: 

• Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to staffing schedules to ensure optimal coverage and service level targets are met.
• Analyze call data and provide insights to identify opportunities for improving operational efficiency and performance.
• Collaborate with managers and supervisors to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with agents providing timely updates on schedules and any changes.
• Maintain and update workforce management systems and tools to ensure accurate and up-to-date information
• Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.

Required Skills:

• 3-5 years of experience using Verint.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Strong attention to detail and accuracy, with the ability to analyze date and identify trends.
• Maintain exceptional project/time management, prioritization, and organizational skills to ensure customer satisfaction.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in a team environment and build strong relationships with managers, supervisors, and agents.
• Knowledge of call center operations and industry specific metrics.
• Flexibility and adaptability to adjust staffing schedules based on unforeseen events or changes in business requirements.