R-105343 Workforce Analyst
4 weeks ago
Responsibilities
- Manage the global seat allocation for agents
- Consolidation of data across all programs
- Analyzes gathered data and ensures utmost accuracy
- Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity
- Assist WFM Planner on new program sizing
- Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning
- Experience in extracting data from CMS and other reporting platforms
- Experience in automating tasks/reports that are manual to reduce cycle time and defects
- Advanced user of G Suite Apps, Excel and other MS Office applications
- Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools
- Experience in developing dashboards with useful visualization
- Must have a good attendance record
- Amenable to work onsite and graveyard shifts
- Excellent time management and prioritization skills
- Mid-Senior level
- Full-time
- Project Management and Information Technology
- Internet Publishing
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