Workforce Analyst II

Job Description

Qualifications:

  • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
  • 2 years of related Workforce/Process Improvement experience required
  • 3 years customer care and/or call center experience preferred.
  • Prior experience with EWFM, Aspect, and IEX preferred.

Responsibilities:

  • Supervise workforce personnel on executing workforce strategies with precision.
  • Ensure workforce team will maintain and update local databases on a timely basis to foster accurate reporting data.
  • Supervise performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours
  • Make strategic recommendations to leadership team regarding process improvement opportunities.
  • Act as liaison between operations and support teams to provide real time feedback to ensure all needs are effectively communicated with leadership team.

Tagged as: workforce analyst ii

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Job Overview

Referral Reward Info

2,500  per job vacancy*
*The reward money will only be released to the referrer(s) whose candidate(s) will be selected for hiring.

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