Tactical Analyst

Summary of This Role

Compiles staffing level requirement forecasting and workplace scheduling in call‑center environments. Prepares reports to determine call volume, calling patterns, service trends, and staff productivity. Tracks vacation schedules, shift change requests, and monitors new‑hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.

What Part Will You Play?

• Assists with the administration of the call center phone system, maintains user records (add/delete users)
• Monitors real‑time call volumes and service level statistics to ensure adherence to internal/client scheduling and service level metrics
• Gathers call data and assists with data analyses to determine call volume trends, service activity, or resource availability to forecast required staffing levels and provide reporting to management
• Assists with the creation of reporting that may include dashboard repo...