Job Description
Job DescriptionThe Workforce Analyst is responsible for analyzing operational performance in the call centers utilizing workforce management systems to ensure optimum statistically valid forecast modeling and operational implementations. Administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported. Major Duties:Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.Drive Seasonal, holiday, and pattern demand accuracy.Update workforce management and other data bases as changes occur.Support accurate outsourcing and site allocations to support outsource vendor and lock commitments in a timely and accurate manner.Maintain forecasting, staff group and skilling information in Aspect to effectively support scheduling and WFM processes.Interface with call center leaders to understand the fast changing business needs and planning risk effectively to ensure effective capacity to demands.
Responsibilities + Skills
Ability to plan, prioritize and organize effectively / detail-oriented.Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
Education
Bachelors degree preferred and/or 1- 2 years of solid workforce management experience required.
Experience
