Junior Workforce Analyst

Purpose

Reporting to the Senior Workforce Analyst, the Workforce Analyst will be responsible for supporting strategic long and short range workforce plans, as well as increasing operational efficiency and overall performance for the Customer Contact Centres (CCC).

This position works closely with operations and is responsible for monitoring and reporting real time, agent schedule adherence, agent calling behaviors, events such as talk-time or after-call-work time which exceeds defined thresholds. This position watches real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure the site is on goal. Must provide real-time feedback to Operations management. The Workforce Analyst may also be required to monitor agent skill associations or provide historical reporting, depending on site requirements.

Also will be supporting the production of schedules in accordance with call volume forecasts, average...