Workforce Optimization Analyst, Consultant
About The Position
Your Role The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI’s while looking for opportunities to gain efficiency. The Workforce Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline inventory, and call patterns to forecast workload needed to support various channels. The analyst will develop KPI reports and communicate with leaders on opportunities and risks to performance.
Responsibilities
- Analyze contact center trends, including call volumes, offline inventory, and call patterns to forecast workload needed to support various channels.
- Develop KPI reports
- Communicate with leaders on opportunities and risks to performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
