The Wokrforce Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.
Manage the call volume, daily attendance and program break schedules
- Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes- Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
- Skills and Qualifications:
Demonstrate sound work ethic- Must have advanced level Microsoft Excel skills
Ability to create reports in Excel and forecast results
- Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time- Previous call center experience required
Previous Work Force Management experience is considered an asset
Job Type: Full-time
Schedule:
Experience:
* Workforce Real Time Analyst: 1 year (Preferred)