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Workforce Management Analyst
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Full-time
- In order to become even more client-centric, the organization is seeking to add a Workforce Analyst to drive a comprehensive workforce management strategy and provide organizational insights through reporting.
- Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, Workforce Analyst will work closely with the Director of Service and Support Strategy to ensure a comprehensive strategy is in place that addresses process improvement, preparation, and automation of reports for department management and leadership.
- Drive automation of workforce management reporting through aggregation and visualization tools like Power BI, optimizing data collection, analysis, and reporting for enhanced resource allocation and operational efficiency.
- Provide regular and comprehensive analysis of overall contact center performance, tracking, analyzing, and reporting on call center/agent performance using reports from the Workforce Management (WFM) system.
- MINIMUM JOB REQUIREMENTS: 2-4 years of Workforce Management experience (experience with Genesys is preferred).
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