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Workforce Management Queue Performance Analyst
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Full-time
- Within the Workforce Management team, the Workforce Management Queue Performance Analyst will monitor and support the WFM Queue Performance Practice and will participate in the coordination of PSR utilization and occupancy and to ensure the proper and effective interval requirements based on planned staffing ratios for POD (LOB) Operations.
- Responsible for the Queue Performance management function end-to-end, including but not limited to queue threshold monitoring, daily net staffing outlooks, root-cause analysis, PSR adherence/conformance monitoring, unplanned attendance process, schedule exception process, and applicable reporting for WFM-supported business lines.
- Collaborates with the WFM Senior Performance Analyst, Forecasting and Scheduling Practices regarding the existing and new volume and staffing trends that could impact future forecasts.
- Education: Bachelor’s Degree in Business plus minimum of 2 years of experience in Workforce Management Queue Performance Analyst role with Workforce Management systems (e.g., Verint, Aspect eWFM , NICE IEX, etc.)
- Verint application expertise preferred (or equivalent WFM software application)
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