Workforce Management Analyst I - #97485

Job Summary

Proactively monitors service levels, efficiency and executes plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact center’s ability to handle the forecast. Determine an acceptable range, if any, for service level goals to fluctuate before an action plan is implemented.

Responsibilities

• Intra‑Day Performance—manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
• Provides hourly communication on all aspects of the contact center performance.
• Utilizes IDP's to determine variances to forecast, AHT and staffing.
• Documents any actions taken or issues impacting performance.
• Queue Monitoring—monitors site performance to ensure service level metrics are met and...