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Operations Analyst, Workforce Mgmt I
Job Location:
Job Location:
Baltimore, MD - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
29 September 2026 (3 days ago)
Posted:
Application Deadline:
27 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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.
ROLE FUNCTIONS:
Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
Identifies call volume trends and averages on an intraday weekly monthly etc. basis.
Monitors and responds to queue activity and service levels.
Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
Collaborates with internal customers (other teams departments and customer experience center staff) to identify opportunities for improvement to achieve service goals.
Qualifications
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.
Education Level: Bachelors Degree
Experience: 1 year in a Scheduling Forecasting or Traffic environment.
In Lieu of Education
In lieu of a Bachelors degree an additional 4 years of relevant work experience is required in addition to the required work experience.
Preferred Qualifications
Knowledge Skills and Abilities (KSAs)
Excellent communcation skills both written and verbal. Proficient
Ability to recognize analyze and solve a variety of problems. Proficient
Ability to analyze organize and prioritize work while meeting multiple deadlines. Proficient
Proficient in Microsoft Office applications. Proficient
**Talteam Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.**
ROLE FUNCTIONS:
Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
Identifies call volume trends and averages on an intraday weekly monthly etc. basis.
Monitors and responds to queue activity and service levels.
Establishes and maintains communications channels regarding events that impact customer experience center performance and workload.
Communicates necessary adjustments to staffing based on changing/dynamic forecasts.
Collaborates with internal customers (other teams departments and customer experience center staff) to identify opportunities for improvement to achieve service goals.
Qualifications
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.
Education Level: Bachelors Degree
Experience: 1 year in a Scheduling Forecasting or Traffic environment.
In Lieu of Education
In lieu of a Bachelors degree an additional 4 years of relevant work experience is required in addition to the required work experience.
Preferred Qualifications
Knowledge Skills and Abilities (KSAs)
Excellent communcation skills both written and verbal. Proficient
Ability to recognize analyze and solve a variety of problems. Proficient
Ability to analyze organize and prioritize work while meeting multiple deadlines. Proficient
Proficient in Microsoft Office applications. Proficient
**Talteam Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.**
Required Experience:
IC
