Overview
The Workforce Analyst will work as part of a team to provide exceptional member service in a fast-paced environment. This position supports the development and implementation of contact center analytics processes, reports, dashboards and other tools that transform raw data into actionable business insights. Using his/her contact center experience and working knowledge of the contact center performance management tool and familiarity with customer experience and operations, the Analyst partners with the Workforce Manager to analyze call center trends and scheduling needs and to conduct call center forecasting. He/she also partners with the call center leadership to analyze the call center performance, including service level, wait time, and abandon rate.
Responsibilities
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