Workforce Analyst

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers.

We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.

Our company culture is one of innovation, collaboration, and growth.

If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What will your job look like?

The Workforce Analyst is responsible for monitoring, collecting, and analyzing Call Center performance data to identify trends and provide actionable insights for improving customer service and operational efficiency.

The Workforce Analyst will track KPIs, evaluate call metrics, report on performance, and collaborate with management to develop solutions for enhancements.

What you’ll do:


* Analyze contact center trends, investigate and evaluate agent performance, and accountability tracking mechanisms


* Track and evaluate key performance indicators to ensure quality standards are met and pinpoint areas needing improvement


* Create and present reports that summarize call center performance and provide data-driven recommendations to key stakeholders


* Evaluate call metrics to ensure adherence to quality standards


* Collaborate with team leaders and internal departments to develop and implement strategies for enhancing efficiency, productivity and the overall customer experience


* Streamline data collection methods and maintain databases to ensure data accuracy and easy accessibility

What you’ll need:

Experience, Education & Certifications:


* High school diploma or G.E.D.


* 2+ years’ experience in Workforce Management or scheduling


* 1+ years of experience in High Automatic Call Distribution (ACD) Contact Center


* 1+ years of experience in customer service 

Skills:


* Strong ability to identify patterns, trends, and root causes of problems within call data


* Proficiency in data analysis and visualization tools such as Five9, Verint, Power BI, and Excel


* Ability to effectively communicate complex data analysis findings to both technical and non-technical stakeholders


* Strong critical thinking and problem-solving skills to develop data-driven solutions


* A solid understanding of call center operations and metrics is crucial for effective analysis

Even better if you have:


* Associate’s degree preferred


* Experience with Reporting Design and Analysis, preferred


* Previous experience with high level math including Statistics or Algebra, preferred

What’s in it for you:


* Health and Life Insurance Plans


* Dental and Vision Plans


* 401(k) with a company match


* Paid Time Off and Holiday Pay


* Maternity/Paternity Leave


* Casual Dress Environment


* Tuition Reimbursement


* MTM Perks Discount Program


* Leadership Mentoring Opportunities

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