Workforce Optimization Analyst

Analysis:

• Develops, enhances, implements and supports reporting capabilities to identify, track and analyze key business drivers.
• Analyzes results of reports and provides recommendations to leadership to improve overall call center performance, strategies and objectives.
• Identifies call volume trends and averages on a daily, weekly, monthly and seasonal basis.

Operational & Workforce Management:

• Serves as subject matter expert for reporting and workforce management processes, ensuring best practices are implemented across the organization.
• Oversees and coordinates reporting and Workforce Management activities including building best practices across the organization.
• Creates training materials as needed for Workforce management tools and/or reporting functionality.

Qualifications:

• Bachelor’s degree
• Minimum of three years of experience in a call center environment with direct experience in applying WFM software programs or concepts.