Workforce Management Analyst I

**Overview:**

Assists in analyzing Contact Center patterns, including volumes, trends, attrition rates, and productivities. Utilizes the analysis to forecast Contact Center workload and builds a scheduling plan to meet business objectives. Focuses on adjustments to current schedules with real-time/near-term timeframes.

**Primary Responsibilities:**

+ Manage and monitor all inbound Contact Center queues using queue management software to ensure all scheduled agents are in the expected phone state to support the provision of service to customers. Take corrective actions to notify management, adjust schedules and limit these variations. Reallocate staff among the queues as appropriate to minimize over- or under-staffing in each queue, while still maintaining service levels.
+ Monitor call out line and update scheduling software to reflect employee call-outs and tardy incidents.
+ Reforecast call volumes multiple times daily based on unplanned events and...

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