The Workforce Management Analyst is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class customer experience while controlling expenses. Areas of focus include, but are not limited to scheduling, daily staffing requirements, forecasting procedures, service level, outliers, handle times, shrinkage, occupancy, and other call center metrics.
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