Descripción de la Oferta

Job Description: The Workforce Management Analyst works with the call center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models to optimize service quality and efficiency, and creates/analyzes reports critical to the center's operations.

Essential Duties:
? Analyzes, monitors, and evaluates the function of the call center workforce by monitoring activities on a real-time basis.
? Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency by continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
? Creates and designs reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics.
? Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
? Uses metrics to analyze and recommend improvements to the WFM process and operating performance.
? Must perform other duties as required or assigned.

Educación Superior

Educación Secundaria

Lenguajes