Workforce Management Analyst I - #95274

Job Summary

Proactively monitors service levels, efficiency and executes plans that improve service deficiencies related to volume, average handle time or forecast. Must understand business activities that may impact the contact center’s ability to handle forecast, determine acceptable ranges for service level fluctuations and implement action plans accordingly.

Responsibilities

• Intra‑Day Performance: manage forecast to actual by 30 minutes to meet service levels and efficiency.
• Provide hourly communication on all aspects of contact center performance.
• Utilize IDP's to determine variances to forecast, AHT and staffing.
• Document any actions taken or issues impacting performance.
• Queue Monitoring: ensure service level metrics are met and do not negatively impact other metrics.
• Review hold time and availability; request skill changes as appropriate to maintain customer satisfaction.
• Request...