Workforce Analytics Specialist I

**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Summarized Purpose**:
Serves as a program point person for schedule adherence and monitoring staff activity.
Assists with client reporting and real-time management responsibilities.
Provides analysis of contact center data to the client and internal contacts.
**Essential Functions**
Generates reports for internal and external clients to meet contractual and
regulatory standards.
Analyzes trends in key performance metrics and shares outliers and potential red
flags with program leaders.
Supports scheduling and coordination of phone and non-phone work.
Provides direction to agents and management to support service level and
abandonment rate goals.
Acts as liaison between operations, technical operations, and client teams by
troubleshooting issues and submitting tickets.
workflow processes, such as call handlers and reporting tools.
Comp...