Vacancy: Workforce Management Analyst (Santo Domingo)

03 Nov 2016 17:55 - 19 Nov 2016 14:10 #39634 por leticiajose
leticiajose Publicó: Vacancy: Workforce Management Analyst (Santo Domingo)
Position
Workforce Management Analyst

Job Description:
The Workforce Management Analyst works with the call center leadership team to accurately forecast workforce needs, create effective schedules through various staffing models to optimize service quality and efficiency, and creates/analyzes reports critical to the center's operations.

Essential Duties:
Analyzes, monitors, and evaluates the function of the call center workforce by monitoring activities on a real-time basis.
Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency by continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
Creates and designs ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics.
Real time direction of staff movements to ensure maximum efficiency while optimizing service and cost
Uses metrics to analyze and recommend improvements to the WFM process and operating performance.
Must perform other duties as required or assigned.

Desired Skills and Experience
Strong analytical skills with the ability to identify, analyze and interpret problems and trends.
An understanding of the call center industry, terminology and business processes. [Preferred]
Proficiency in Intermediate Microsoft Office Applications.
Excellent communication skills
Experience using Workforce Management software [Preferred]

Location
Santo Domingo, Dominican Republic

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