Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency
Daily real-time monitoring of service levels for all queues and LOBs
Effectively communicates Service Level impacts to WFM leaders and Management
Advises management regarding schedule change requests
Enforces schedule compliance and adherence
Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions
Escalate significant issues (system outages, volume increases, staffing shortages) following established processes
Produce daily, biweekly, and monthly internal reports
Regular, consistent and punctual attendance
Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
Other duties and responsibilities as assigned

Proficient in Microsoft Excel
Experience using Workforce Management tools, preferably Aspect’s eWFM
Experience using Avaya CMS for reporting and skill changes
Attention to detail and high level of accuracy
Clear, concise verbal and written communication skills
Strong collaboration skills with WFM planning, operations, and support teams
Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence)
Ability to multi-task, focus, and complete reports for extended periods of time
Ability to maintain composure in critical situations

Best-in-class Benefits to eligible employees
Array of options, expert guidance and always-on tools, personalized to meet needs

Analyst 1, Forecasting & Analysis

Key skills