Senior Workforce Analyst
Maintain over 500 work schedules of multicontact center personnel to meet 80/20 service level and occupancy goals based on daily call volume.
- Track daily call volume and compare to scheduled personnel to ensure contact center is staffed appropriately.
- Monitors Real Time Queue and adjust as needed to make service level.
- Monitors agents adherence and compliance to their schedules.
- Schedule and track time off phones for miscellaneous activities such as meetings, trainings and coachings.
- Administer and maintain vacation and other time off allowances for Center personnel.
- Work with Supervisors and Managers to manage day to day operations to ensure Service Level goals are met.
- Collect and summarize agent productivity and adherence data as well as call center data for weekly GAP call with Busines Managers.
- Participates in special projects, teams and initiatives as needed.