Workforce Management Analyst
2 months ago
As a Workforce Management Analyst at iQor, you will be responsible for proactively monitoring service levels, efficiency, and executing plans to improve service deficiencies. You will have knowledge of business activities that may impact contact center performance and determine acceptable service level goal fluctuations. Responsibilities include managing forecast to actual by 30 minutes, providing hourly communication on performance, and analyzing IDP variances.
Key Responsibilities- Intra-Day Performance
- Manage forecast to actual by 30 minutes to meet service levels and efficiency.
- Real-Time Performance
- Provide hourly communication on all aspects of contact center performance.
- Queue Monitoring
- Monitor site performance to ensure service levels metrics are met and do not negatively impact other metrics.
- Action Planning
- Determine actions to address service level deficiencies.
Education
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.
Skills
- Strong analytical and problem-solving skills.
- Excellent communication and presentation skills.
- High level of proficiency with Excel.
- Working knowledge of Avaya or other ACD system.
Experience
1-3 years of experience in similar role. Prior work force management experience including forecasting, staffing, and scheduling, desired. Prior call / contact center experience, 1 year minimum required.
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