Workforce Analyst

Job Description

Escalates service-impacting issues to the business unit and other concerned departments

Monitors intraday call drivers and volume as compared to forecast

Prepares service level escalations and reports of issues and irregularities in CEG

Analyzes factors that contribute to short-falls related to workforce

Calls-out employee behaviors that impacts productivity related to workforce

Manages special conditions within the framework of an emergency action plan (i. e. Fire, Power failures, etc.)

Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement

Extracts call dispositions / drivers keyed by employees in soft phone / ticketing system

Receives advise on absences from employees whenever their line managers are not online