The Workforce Analyst is responsible for managing volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.
Analyze work volume patterns to determine trends
Create volume forecast and handle time forecast for interval, daily and weekly
Determine appropriate staffing levels needed to meet goals
Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level.
Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
Administer shift bids across multiple sites and clients / lines of business
Develop and adjust employee schedules and rotations to meet the work volume demand on each day
Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each half hour
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