Call Center Workforce Analyst

Overview

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling and environmental services, while keeping focus on employee, customer and environmental safety. 

What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture. 

Essential Job Summary:

The Call Center Workforce Analystt is a pivotal role within a dynamic Customer Service team, responsible for developing and managing comprehensive reporting, forecasting, and workforce optimization to enhance customer experience and retention. This role combines advanced data analysis, workforce management, and strategic reporting to drive operational efficiencies and actionable insights.

Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Develop and maintain Customer Service reporting, focusing on process improvements, clarity, and effective data presentation.

• Analyze customer contact trends, business challenges, and retention drivers to provide actionable insights and recommendations to leadership.

• Create short- and long-term staffing forecasts, perform "what-if" scenarios, and optimize schedules to balance service level goals and operational efficiencies.
• Manage and route contact volume using ACD systems, ensuring alignment with workforce management (WFM) tools.

• Extract targeted datasets from multiple databases using reporting platforms to distill and communicate business insights.

• Support real-time service level performance, adjusting resources to meet objectives, and troubleshoot WFM and telephony system issues.

• Serve as a liaison with the Business Intelligence team, proactively sharing insights, discrepancies, and improvement opportunities.

• Champion the integration and understanding of customer contact data across the organization, developing models to analyze customer behavior and retention.

• Support multiple projects under tight deadlines, proactively identifying and mitigating risks.

• Deliver ad hoc analyses, special projects, and presentations to Customer Service leadership as requested.

Requirements and Qualifications:

• MBA or advanced degree preferred; bachelor’s degree in business, Marketing, Finance, Statistics, Computer Science, or a related field required.

• 2+ years of experience in a call center environment, with expertise in workforce management, ACD, IVR, and WFM systems.

• 2–4 years of analytics experience.

• Proficiency in Microsoft Office Suite, SQL, and Power BI.

• Familiarity with contact center forecasting, scheduling, and workforce optimization tools.

• Strong analytical, problem-solving, and reasoning skills with the ability to translate complex data into clear insights for diverse audiences.

• Excellent verbal and written communication skills, with experience adjusting communications for technical and non-technical stakeholders. Strong organizational and time management skills, with the ability to prioritize multiple assignments and meet deadlines with minimal supervision.

• Ability to work collaboratively in a dynamic, fast-paced environment and adapt to a flexible schedule to meet business needs.

Additional Information

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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