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Analyst, Resource Planning
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- Duties include, but are not limited to: monitoring Avaya CMS, Five9, CAS offline queues, any cloud based or predictive dialer for inbound/outbound calls, adjusting staff to ensure service levels and performance goals are met, create and maintain data in CMS, Verint WFM and other databases which may be applicable to this role.
- Intraday and real time monitoring of Avaya CMS, Five9 and CAS offline queues, Verint WFM, Aspect, Avaya Predictive Dialer, and CAS for volume including inbound calls, outbound calls, faxes and other offline functions including non- production time (meetings, trainings, etc).
- Provide and maintain reports/data in CMS, Verint WFM and other applicable databases/resources
- Specific shift will be determined based on workflow needs with usual shifts ranging from 7:00AM -9:00PM CST year round.
- Minimum of 1+ years of experience in data analyzing/data mining/consolidation-interpretation of call center volume forecasting
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