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More Job Descriptions for workforce management analyst Resumes
1
workforce management analyst
- •Improved the call center compliance to 100%
- Set action plans to help the center meet ASA/AHT goal
- Conduct daily huddles with leadership to advice center plan for the day.
- Achieved goal for lost Shrinkage of 2.5%
2
workforce management analyst
- Responsible for planning, creating, communicating forecasts and ensuring service level targets are met.
- Reconciles attendance daily w ith employee timesheets against schedule and time in/time out reporting.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Communicate w ith management and operations team to ensure compliance w ith company standards.
- Maintain running report of attendance incidents.
- Ensures hours are accurately accumulated and categorized in a format compatible w ith company and department payroll procedures.
- Monitor attendance and schedule adherence.
3
workforce management analyst
- Operate real-time with attention to volume and Service Level.
- Balance Service Levels across National sites, Vendors and Queues.
- Skill agents in call queues to manage incoming volume.
- Suggest and implement strategies designed to maintain and increase service levels in a Tier based environment.
- Interface with external Vendors to manage and balance both call volume and SVL’s.
- Run hourly/daily reports documenting current levels of call center goal achievements.
- Analyze forecasted/real-time data to provide management with understanding of goals.
4
workforce management analyst
- Created a new process to insure that all new hire agents’ schedules are being updated correctly to reduce the chance of lost shrinkage, making our job more efficient.
- Processes schedule trade requests for posted schedules
- Processes management requests for modifications of scheduling events (meetings/training, etc.)
- Work alongside Agents, Vendors, Team Manager’s, Operation Manager’s, Executive Directors, Schedulers, Forecasters and Trainers to ensure all needs are met.
- Create and update reference and policy/procedure documents.
- Trained 7-10 Workforce Analysts to accurately perform job duties
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