Description
The Operations Analyst, Workforce Management I monitors call volume, patterns, queue activity, and service levels; analyzes intraday and historical performance; forecasts staffing needs; adjusts schedules; and reports workload and workforce data to management. The role also recommends technology and process improvements and collaborates with customer experience center teams. It requires a bachelor's degree or equivalent experience, one year of scheduling, forecasting, or traffic experience, and proficiency with Microsoft Excel and contact center workforce management systems.
