NEW JOB OPENING
CALL CENTER WORKFORCE ANALYST
IN Remote, USA!

 

Date Posted: 06/19/2026
Hiring Organization: Rose International
Position Number: 503071
Industry: Insurance
Job Title: Call Center Workforce Analyst
Job Location: Remote, USA
Work Model: Remote
Shift: 40 hours per week with the potential for occasional overtime, Monday to Thursday, 10am - 10pm, Friday to 10am to 8pm, Saturday 9am to 5:30 pm and Sunday 9am to 7pm ET
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 4
Min Hourly Rate($): 18.00
Max Hourly Rate($): 18.00
Must Have Skills/Attributes: Avaya, CMS, Genesys, Microsoft Office, Microsoft PowerPoint, Microsoft Teams, MS Excel, MS Office, Workforce
Experience Desired: workforce management systems such as Avaya, CMS, IEX, eWFM, Genesys, Five9, and/or Blue Pumpkin (1 yrs); Workforce management experience (1 yrs)
Required Minimum Education: High School Diploma or equivalent

**C2C is not available**

 

Job Description
Hours: This position is 40 hours/week, with the potential for occasional overtime.



You will be assigned 8-hour shifts within our current hours of operation: Monday-Thursday, 10 am-10 pm; Friday, 10 am-8 pm; Saturday, 9 am-5:30 pm; and Sunday, 9 am-7 pm ET.



This is a telecommute position, where you will work from home and be required to have a quiet workspace with a locked door to protect customer information.









Required Education:

• High School Diploma (or higher)



Required Skills:

• Experience in a fast-paced office environment

• Proficiency in Microsoft Office suite, including Word (creating, saving, formatting documents), Excel (ability to create, copy, edit, send, navigate using tabs, and save spreadsheets), Outlook (ability to open and send emails), and PowerPoint (ability to create, edit, and format presentations)

• Workforce management experience

• Seasonal hours, Saturdays, and weeknights will be required



Preferred Skills:

• 1+ years' experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, Five9, and/or Blue Pumpkin



Soft Skills:

• Attention to detail

• Good communication and interpersonal skills

• Problem solving

• Ability to work independently

• Excellent at time management



Primary Responsibilities:

• Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments

• Generating weekly schedules

• Scheduling non-phone activities

• Utilize call center tools to observe agents' actual state compared to the scheduled state

• Monitor attendance/schedule adherence, and take action as needed, including schedule optimization

• Manage real-time inbound call traffic to help ensure that service levels are met

• Ensure open lines of communication with Sales team to enable real-time scheduling updates

• Prepare and maintain reports, dashboards and weekly packages

• ad hoc reporting as required
  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**


 

Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

 

Apply Now

Send me a reminder to complete this application
Apply Now

 

About Rose

  • Founded in 1993
  • Office Locations Across the U.S.
  • 150+ Clients: Corporations and Government Agencies
  • Employee Oriented Company
  • Challenging Assignments Across the U.S.
  • Continuous Professional Development

Rose International maintained good communication during assignments and are very informative through email and phone calls.

Sade, Consultant

My on-boarding with Rose was outstanding. The packets of information, the process, and great attention to detail each person gave me allowed me to get started quickly.I appreciated each person's friendly and helpful attitude.

Diana, Consultant

It was great working for Rose International. Everyone was extremely helpful.

Rosann, Consultant

I had a very positive experience working for Rose. The entire process is very efficient and easy.

Joanne, Consultant

The interactions that I have had with your representatives have always been prompt and very professional. I am very pleased and impressed with your company and services.

Sioe, Consultant

EMPLOYEE COMMENTS

  • We want you to work with us, but don't take our word for it. Take a look at this sampling of employee comments. They speak for themselves.