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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