Workforce Management Analyst

Job description

Responsible for a nalyz ing contact center trends, volumes, arrival patterns, etc. to create mid-term forecasts to guide activities of workforce specialists and analysts to manage SLAs and labor costs. Accountable for team configuration, evaluation/changes for agent skills and assist business leaders in operational decisions impacting customer contacts Analyze contact center trends . Update s capacity plan inputs for assigned segments and provide s input into monthly and annual budget forecasts. Maintain active forecasts and hire plans for assigned segments. Execute on - site staffing options and cross-team agent skilling and "loan" plans. Maintain agent shift preferences and complete periodic shift analysis and realignment. Create and maintain short and mid-term intraday service plans. Make tactical adjustments based on same/near-day schedule requests, team-wide initiatives such as mandatory training, and changes to trends. Prioritize competing priorities and work with segment leaders and support teams to manage intraday service plans against business needs. Develop and maintain call queues, skill sets and call skill routing and priorities, in partnership with the telecom team. In...