Workforce Management Analyst (Capacity Plan & Scheduling experience)

Job Responsibilities

• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
• Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
• Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
• Manage Service Level & Abandon, Schedule & Break adherence
• Need to be well versed with scheduling to understand schedule adherence
• Need to constantly monitor, track, document and ...