Job Description
Job Summary
The Workforce Analyst is responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure optimal staffing levels that meet service level agreements (SLAs) while maximizing productivity and cost efficiency.
Key Responsibilities
Develop accurate forecasting and staffing plans based on historical data, trends, and business requirements
Create and manage agent schedules, shift bids, and intraday adjustments to meet service levels
Monitor real-time performance including adherence, AHT, shrinkage, and volume vs forecast
Provide daily, weekly, and monthly workforce reports with insights and recommendations
Collaborate with Operations, Training, and Recruitment to align capacity with demand
Analyze workforce KPIs and identify risks impacting SLA, productivity, and cu...
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